If you’re dreaming about your next adventure or vacation, you’re not alone. Norm Black went one better — took his dreams of travel and passion for adventure and turned it into a successful business, TripADeal. The website is known for offering unique experiences at great prices and it’s found a sweet spot with customers looking for everything from reindeer riding to surfing safaris and more.
As the customer base grew, Black needed a support tool to help the business manage increasing customer demands coming from multiple channels. He chose Desk.com to manage customer cases and create a solid system for his global team to provide fast, accurate answers.
Besides stocking the site with awesome adventures at great prices, Black learned that being responsive to customer inquiries within two hours made a significant difference in ensuring they actually purchased the adventure package they’re dreaming of, instead of just browsing. Before Desk.com, responding to customers could take up to 24 hours. Now, he says, the team strives for two hours.
Check out this video to see how Desk.com helped TripADeal put a system into place enabling agents to always handle customer requests, on any channel and from around the globe.
Desk.com Helps TripADeal
Allows the global team to collaborate across time zones
Ensures there’s always an agent available to pick up a conversation and help close the deal
Aggregates multiple channels of customer contact into a single queue ensuring each inquiry — phone, email, or tweet — receives a timely response
We want to hear your stories too! Are you a Desk.com customer that’s found great customer support has helped your business thrive? What improvements have you seen and how had Desk.com helped?