As a performance-based advertising company, their team builds intelligent web-based tools that they use to deliver tailored solutions for the automation of all-round online marketing – tracking, reporting, and optimizing all forms of advertising campaigns.
Recently Digispace has seen explosive growth in their revenues and customer base, with revenue rocketing by up to 609%, causing them to bust the ranks in the Inc. 500 who placed them at #10 in fastest growing private companies, advertising and marketing list.
Sachin Patel, marketing analyst at Digispace Solutions, very kindly took the time to speak with us about how Digispace makes sure that their customer support can keep pace, without disruption, with the growth of the business.
Customer service as a central part of marketing and branding
Digispace Solutions treats customer support not only as a business process, but instead as an integral part of their brand, image and marketing effort.
“In the world of web startups, customer service and support is not something you think about after you’ve built up your customer base, it is actually how you build up your customer base. Customer service is part of our marketing plan. Good customer service is the best way to make happy customers.”
As a team with big ambitions, Sachin wanted a customer support solution in place that would grow with them, rather than adopting a helpdesk that wouldn’t scale smoothly or be able to offer more advanced tools when support demands required.
Dealing with potentially sensitive transactions between individuals and businesses, a reliable and resilient support ticket system was paramount.
“Within the first three weeks with Kayako, we were convinced. Considering our current business and our future plans for growth, Kayako exactly fits to our needs. One of the first things our employees noticed is that there’s no learning curve because the solution is so intuitive.”
“Once signing up with Kayako in 2010, we figured that Kayako and Digispace made a good match. We looked forward to learning from each other as our companies grew, and that has certainly been the case.”
Ticket macros and workflows save the customer support team days of work
“Managing customer support through one email account can work for a startup but when our case loads reached 150 to 200 emails per day, we knew we had to find a robust ticketing system.”
Even as Digispace’s customer base continues to grow, Kayako is helping the company streamline its support ticket workload. Using ticket macros and predefined workflows, the support team is able to create and apply automated responses to commonly occurring cases and questions.
“We were spending 10 hours per day answering support emails, doing lots of copying and pasting to provide the same answers again and again. Thanks to ticket macros, that time immediately dropped to four hours per day. We can reply to commonly received questions with one click.”
APIs integrate backend information into the helpdesk, bringing everything into one place
Kayako’s APIs and widgets are a major win for us. They let us tap into massive amounts of back-end information to add more functionality.
Making use of the Kayako templating system, it didn’t take much effort for Digispace to integrate their customer-facing helpdesk into their existing website’s look and feel.
Digispace believes its customer support has improved with Kayako, and we look forward to working with them to see how we can continue optimizing their support team’s time, processes and enabling the company to deliver an even better support experience to their customers.
We’re always looking for new ways to shave a second or two off a process. With Kayako, we’ve made strides in terms of average response time and ticket age, and we’re continually enhancing our processes for even greater responsiveness.