Launching with awesome service
These days, your product is only as good as the customer service you back it with. That’s why MoonClerk, a payment system that lets businesses start accepting recurring or one-time payments after a five-minute setup, started using Desk.com before it’s product was even available. “Desk.com helped us launch our product with great customer service from day one,” says Dodd Caldwell, Founder. “We don’t have to worry about scaling support as we grow.”
A support solution that will scale
Although the company doesn’t have a dedicated support team, with Desk.com’s flex agent pricing it’s easy for the founders to tag-team to help customers and answer very specific questions about their business use-cases with no interruption. As the company grows, every employee will be able to log into Desk.com to answer customer inquiries from the web site, Twitter, and Olark without worrying about whether the company will scale.
With Desk.com, MoonClerk also has branded FAQ and Help page documentation that mimics the look and feel of the website. “We’re very particular about design,” says Caldwell. “With Desk.com we provide an awesome experience even when customers choose to help themselves.”
Results that are out of this world
MoonClerk handles 500 tickets each month with Desk.com. The solution has helped the company catch small issues and fix them quickly, before they became big issues which is enabling the company to expand globally.
The company boasts an impressive 40+ percent conversion rate of trialing customers to paid ones. Caldwell says, “We've had a ton of customer tell us that our customer service was the main reason they became paid customers — that’s money.”