The Problem: Litmus’ buyer conversations weren’t centralized — the corporate was once the usage of Intercom for messages and WordPress for his or her lend a hand middle. This had a ripple impact on all of the industry. The Buyer Revel in staff was once slowed down with handbook paintings, and reporting was once a nightmare, making it tough for the industry to measure the Buyer Revel in staff’s have an effect on and growth over the years.
The Answer: Since the usage of Lend a hand Scout to control all buyer communications, Litmus has been in a position to paintings comfortably and potency to make knowledgeable selections round supporting consumers and making improvements to their revel in. Lend a hand Scout has got rid of all of the frustrations and inefficiencies of operating with more than one equipment and has aided in expanding the Buyer Revel in staff’s retention charge by way of 26%.
We not too long ago chatted with Taylor Davis, Senior Director of Buyer Revel in at Litmus, a SaaS corporate that specialize in serving to e mail entrepreneurs construct, take a look at, and analyze e mail marketing campaign effects. As of late, Litmus is helping 700,000+ customers paintings extra successfully, catch pricey mistakes, and boost up marketing campaign efficiency.
Lend a hand Scout has been the spine of the Buyer Revel in staff over the last 9 years—making Lend a hand Scout an crucial device in Litmus’ tech stack. When requested what it will imply to her staff if Lend a hand Scout disappeared, Taylor’s fast reaction mirrored the important thing position the platform performs for the staff and its consumers.
Haha, smartly we’d be in hassle evidently! That’s our whole buyer verbal exchange and schooling platform long past. We might have an overly, very, very, arduous time changing Lend a hand Scout — and we’d additionally most probably spend weeks downloading all of the ones treasured insights and documentation!
The sure have an effect on of Lend a hand Scout for Taylor and her staff on the industry-leading SaaS corporate was once a welcome—and important—exchange. To supply extra perception into the advantages her staff has observed, Taylor shared with us what lifestyles was once like earlier than Lend a hand Scout and the have an effect on of the platform these days.
Sooner than they followed Lend a hand Scout, Taylor stated, Litmus was once operating with out a centralized machine to maintain buyer verbal exchange and schooling, and their toughen platform lacked the options required to give you the high quality of toughen the corporate wanted for its consumers.
We didn’t have nice reporting, group, workflows, or stored replies previous to Lend a hand Scout. It was once tough for us to look the growth our staff was once making and the way it affected the client revel in.
They knew they wanted a brand new answer, however discovering the fitting buyer verbal exchange device will also be tough, particularly with all of the choices available on the market—every with its personal strengths and weaknesses.
To make certain they discovered a platform that met all their wishes, the Litmus staff evolved an inventory of important standards:
Reporting. To measure efficiency and display the have an effect on of the Buyer Revel in staff on processes over the years, and the way it stepped forward the client revel in.
Group. To consolidate buyer conversations and supply more than one inboxes for person groups (Fortify, Technical Fortify, Safety, and Advertising and marketing)
Visibility. To deliver advertising and marketing, gross sales, product, and engineering groups into the toughen queue to grasp the client revel in and historical past.
Having performed analysis in accordance with their checklist, they discovered their splendid device in Lend a hand Scout, which checked all in their containers.
When speaking to Taylor, she highlighted 4 details on how Lend a hand Scout has remodeled the best way her staff and corporate paintings day by day.
1. Consolidating all buyer communications to at least one platform supplies vital advantages
When Litmus first followed Lend a hand Scout, they first of all opted to make use of Mailbox. However the staff briefly learned that they in fact wanted all buyer communications — now not simply e mail — below one roof with a view to successfully and as it should be record on their paintings.
Having our messaging platform, chat, and lend a hand articles in a single position has been a lifesaver. Sooner than, we used WordPress to host our lend a hand middle, Intercom for chat, and Lend a hand Scout for emailing consumers. Consolidating all of our buyer communications inside of Lend a hand Scout permits us to paintings extra successfully whilst simply making knowledgeable and cohesive selections round supporting our consumers and growing reports which can be as seamless as imaginable.
Taylor additionally shared that sure effects had been fast when Litmus eradicated Intercom and WordPress and trusted Lend a hand Scout to control all buyer communications.
We noticed essentially the most enhancements after consolidating our e mail, chat, and documentation in Lend a hand Scout. With the ability to determine of 1 position, now not having to mix reporting from more than a few equipment, and gaining access to the large image view Lend a hand Scout offers us of our toughen technique were crucial
2. Research printed a 26% upper buyer retention charge
Consolidating had a ripple impact on all of the industry. No longer best was once the Buyer Revel in staff in a position to paintings higher, however enhanced reporting made it simple for Taylor to exhibit the enhancements and industry targets her staff was once reaching.
With the assistance of our information staff and Lend a hand Scout’s detailed experiences, we ended up having the ability to proportion that consumers who have interaction with our toughen staff inside of their first 3 months are retained at a 26% upper charge.
3. Corporate-wide visibility into the client adventure has been transformative
A deep figuring out of consumers is on the center of each a success industry. However relying at the equipment for your tech stack, it may be difficult to have a transparent image of the client adventure, which hinders each division in a company.
Taylor defined that the ideas Lend a hand Scout supplies and the chance the platform gives to higher her staff and cross-functionally have an effect on the industry has been transformative.
My favourite a part of Lend a hand Scout is the visibility it will provide you with into the client adventure. The entire dialog historical past, commonplace problems, and asked function improvements are to be had for all of the corporate to soak up. We have Advertising and marketing, Gross sales, Product, and Engineering in Lend a hand Scout along Fortify as it’s such crucial window into the client revel in and historical past.
4. Lend a hand Scout will increase the staff’s productiveness whilst turning in a high quality buyer revel in
Previous to Lend a hand Scout, the Buyer Revel in staff at Litmus was once slowed down by way of inefficiencies and lacked the equipment to successfully make selections to transport the corporate ahead. Taylor advised us that adopting Lend a hand Scout has made a considerably sure distinction in each spaces.
Lend a hand Scout permits us to paintings extra successfully whilst making it simple for us to make knowledgeable and cohesive selections round supporting our consumers and making their revel in as seamless as imaginable. For instance, workflows have truly enhanced our revel in and automatic numerous handbook tagging and price tag motion, saving our groups an excessive amount of time.
Handing over an revel in that keeps extra consumers hasn’t ever been more uncomplicated
Through the usage of Lend a hand Scout to control all buyer communications, Litmus now delivers a high quality and environment friendly buyer revel in that will increase retention charge and drives income. And, Taylor’s staff can simply exhibit effects with Lend a hand Scout’s detailed experiences and analytics. Along with Lend a hand Scout’s features, the intuitive platform has made it simple for the Buyer Revel in staff to create memorable reports.
Lend a hand Scout has made it more uncomplicated for us to paintings successfully and thoughtfully throughout groups. It takes numerous handbook effort, busy paintings, and aggravation out of the toughen procedure, so we will center of attention on what truly issues — serving to every different and growing a greater revel in for our consumers.
