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Customer Experience, Customer Service, Customer Stories, Using Desk.com

Customer spotlight: How DealerFire gets 1262% ROI with Desk.com

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Awesome customer service. Not only can it increase customer loyalty, but it can be a huge competitive advantage. Many startups default to a shared email inbox to manage inquiries, but savvy ones understand that a relatively small expenditure on a customer support app can have big dividends. Like DealerFire, which achieved a 1262% ROI with Desk.com in just six weeks.

The company, which helps automobile dealerships create targeted digital marketing campaigns, branded apps, and interactive websites, has been a Desk.com customer since 2011. How did DealerFire achieve such remarkable payback from Desk.com? Here are six things we can learn from DealerFire about how to get most out of your own Desk.com investment:

1. Do it yourself

Desk.com was designed to be easy to configure, so there’s no need to pay high priced consultants to deploy. In fact, you might not even need support from your IT team. At DealerFire, it took two employees just two weeks to get the system up and running with custom labels and macros to help everyone move faster.

2. Skip expensive trainings

Desk.com was also designed to be intuitive to use so employees doesn’t need to duck out for detailed training seminars. DealerFire quickly discovered that formal training wasn’t needed to get employees up to speed. New users receive a ten-minute demo, then jump right in to help customers.

3. Take advantage of flex pricing

With Desk.com’s flexible pricing model, DealerFire maintains high-touch service while continuing to grow rapidly. In addition to the company’s regular agents, 35 employees use Desk.com on a part time basis so they can pitch in during busy times to help customers — and its costs just $1.75 per hour.

4. Expand beyond support

You can get even more value from Desk.com when you extend and customize it to fit the needs of other parts of your organization. In addition to customer support, DealerFire uses Desk.com as a project management solution to track tasks and overall status of its marketing projects. Some of our customers use Desk.com to manage their product roadmaps. Others use it to handle their recruiting processes.

5. Connect to other systems

Your customer service shouldn’t operate in a vacuum. Through seamless integration with Salesforce, Desk.com gives DealerFire employees more complete customer information, so they can improve service and satisfaction, and identify more opportunities to up-sell.

6. Create a self-service portal

It’s easy to build a self-service portal with Desk.com so customers can help themselves — even from their mobile phones. DealerFire estimates that 200 calls are deflected each month through their Desk.com-based portal.

Since implementing Desk.com, DealerFire’s business has doubled, while the company’s support staff has increased by just a few agents. Taking advantage of Desk.com’s low start-up costs, the company has increased productivity and satisfaction, easily scaled through growth, and saved more than $64,000 each year.  Try Desk.com now and see what we can do for your business too!

Learn more about how DealerFire uses Desk.com

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