Growing a small business with Desk.com
“Our growth is directly tied to word-of-mouth and excellent customer support,” says Sam Franklin, CEO of Greenvelope. The company, a rapidly-growing electronic invitation, ticketing, and event management company, offers an eco-friendly way for people to celebrate the memorable days in their lives. It was challenging for a small staff to offer fast, personalized service as they grew, but then they found Desk.com.
Building a sustainable business
Greenvelope initially used email for customer service and Franklin personally answered every customer inquiry. But as the company grew, cases began slipping through the cracks and it took more time to figure out which emails needed a response than it took to respond to them. They chose Desk.com because it was easy to set up and use, and deployed it in just one day.
All customer emails are now routed through Desk.com, quickly filtered, and automatically assigned to agents. Macros provide fast responses to common questions. And the knowledge base lets agents quickly find answers to more complicated questions. A self-service support site is also powered by the knowledge base to let customers find their own solutions. The company even uses video support to make it even easier for customers to solve their issues.
Three full time agents manage the company’s support, and respond to over 100 inquiries each day. Desk.com is also used by the sales, partnerships and management teams, so everyone can pitch in to help customers and keep an eye on the business.
A foundation for the future
Awesome customer service with Desk.com has been a key part of Greenvelope’s growth from 1000 users in 2011 to over 200,000 today. “With Desk.com our small team can offer amazing service,” says Franklin. “It helps us offer a great customer experience so we can grow a sustainable business.”