Herschel Supply

Customer Success Story

With Desk.com we provide the same level of service as companies with much bigger teams.

Samantha Peake , Online Customer Care Representative
Industry: Retail

High quality service from a two-person team

How does a small, Vancouver-based company with just five full time agents effectively manage customer support when it sells through 5,000+ channel partners in 50 countries? For Herschel Supply Company, which produces high quality bags and accessories, the answer is Desk.com. “With Desk.com we can be more efficient, both in the office and on the road,” says Samantha Peake, Online Customer Care Representative. “It helps a small team deliver on a brand promise of the highest quality.”

Packed with useful features

Herschel Supply switched from a competitive product to Desk.com when they wanted to create custom online support forms that would reinforce their brand and integrate them directly with their support solution. With Desk.com, Herschel Supply’s two agents can now manage inquiries from the Web, email, phone, Facebook, and Twitter through one streamlined agent console. And, with more than 50 macros, they can initiate custom workflows for actions like scheduling pickups or tracking lost and stolen packages – even fulfill warrantee requests – to take the right actions for customers, right away.

Herschel Supply tracks customer service issues and support agent performance on a daily basis, measures trends, and anticipates busy times, with Desk.com’s Business Insights. And, using Desk.com’s flex agent licenses, they easily add additional staff to pitch in during peak times, like the holiday shopping season. Agents also use the mobile app so they can help on the weekends and keep cases moving toward resolution, even when the support center is officially closed.

Great service is in the bag

With Desk.com, Herschel Supply delivers high quality customer service to almost 2,000 customers each week. The company’s small support team is so efficient that they respond to every customer inquiry within an average of 24 hours, and after initial contact complex warranty inquiries can be resolved as quickly as 20 minutes.

With insights from Desk.com, Herschel Supply can track every business detail and anticipate rush times so new agents can be added with no impact to customers. “We switched to Desk a year ago,” says Peake, “And never looked back.”

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