Revving up a small business with awesome service
Luxe’s business has gone from zero to sixty in what seems like seconds. The company, which provides an on-demand valet service for on-the-go people in San Francisco, Los Angeles, Chicago, Austin, New York, and Seattle – with more markets to come – has been growing an astounding 40% each month.
“In a business like ours, where we’re essentially asking customers to hand over one of their most valuable assets to a total stranger, customer service is critical,” says Eva Khoo, Senior Director of Operations. “That’s why we switched to Desk.com.”
A solution that lets you hit the ground running
Luxe wanted a customer service tool that would automate workflows and give it the reporting they needed to grow the business. The team tested several solutions but chose Desk.com over the competition for its easy set up and because employees could start using it right away, with no training. “Other products didn’t feel startup focused,” says Khoo. “With Desk.com we could hit the ground running.”
The company consolidated all of its support channels including text, email, and Twitter into Desk.com. Since most of its customers are in transit when using the app, providing an immediate channel for support is critical. Inbound calls are associated with customer records in Desk.com so Delight agents can access complete customer information and reservation histories. Luxe agents operate at a mach-ten speed to provide customers with the quickest resolutions. Being able to triage the inbox with automated case assignments and integration with a homegrown CRM system means everyone can see the latest customer information in one place.
Luxe is a numbers-focused organization. With Desk.com’s Business Insights, they can easily measure business and support team performance over time. “As a startup we have to be cost conscious,” says Khoo. “Desk.com helps us forecast effectively so we can scale efficiently and manage costs as we grow.” Every case is labeled so Luxe can quickly spot emerging problems and easily track issues and trends over time. Luxe values customer feedback. Through Desk.com, Luxe is able to use feedback from customers to plan their product roadmap, and can easily prioritize feature requests from its most loyal and vocal customers.
Accelerating the business with customer service
With Desk.com, Luxe’s small support team easily handles more than 200 cases each day, supporting 40% growth month-over-month. And, through Desk.com and integration with Teckst, the company decreased average first response time by 40%. With information from Desk.com, Luxe has also made process improvements to its business including changing the way it manages customer receipts, and forecasting support staffing needs for times when they have the highest support case volume.
“Our business is designed to save time for busy people, so fast service is really important,” says Khoo. “Desk.com is a cost-friendly product that ensures we’re backed by stellar service.”
