Formstack

Customer Success Story

Choosing Desk.com was the best software decision we made last year.

Duane Hunt , Vice President, Operations
Industry: High Tech

Cutting support costs by 60%

Rapid growth is every small company’s dream, but it comes with challenges. Formstack, a fast-growing company that lets anyone build advanced online forms with a simple web-based interface, wanted a solution that would let everyone pitch in to help with customer inquiries — but adding new employees to its existing support system quickly became too expensive.

Reducing agent stress

With Desk.com’s flexible pricing model, Formstack employees help customers without needing unique site licenses. Although Desk.com’s branded support center makes it easy for customers to help themselves, if they still need assistance, everyone at Formstack can collaborate on cases. Desk.com is automatically integrated with Salesforce, so case tickets and customer information can easily be tracked and shared between the two solutions.

Fewer inquiries, lower costs

With Desk.com’s flexible pricing, support software costs have been reduced by 60%. And, with the Desk.com-powered customer support center, the overall volume of inquiries is down too. Now, a small support team can respond to every customer request within 24 hours, and easily handle more than 750 inquiries from 110 different countries each month.

Duane Hunt, Vice President of Operations says, “We love Desk.com’s flexibility. It’s been a huge savings for us.”

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