Switcher Took Onboarding from 6 Months with Intercom to 1 Day with Help Scout

Challenge: While using Intercom, Switcher’s team was lost in a platform that was difficult to learn and operate. They struggled to deliver timely, on-brand communications, and maintain the experience their customers expect.

Solution: With Help Scout, Switcher moved off of an expensive and overly complex product, to an easy to implement and use, all-in-one platform. Both employee and customer happiness are on an uptick.

Switcher is a platform that allows you to create, share, and monetize video content. The streaming platform is popular among content creators, businesses, and educators for its versatility and ease of use, allowing users to produce professional-grade video content without the need for complex equipment. With both customers and viewers who need support, Switcher’s previous ticketing solution wasn’t meeting expectations.

The challenge: Too many metrics, not enough impact

Switcher used Intercom for their customer support communications, but the platform wasn’t giving their team or their customers what they were asking for. Angela Cobble, Senior Manager of Customer Support at Switcher told Help Scout that they had originally chosen Intercom because of their abundance of reporting metrics. She was quick to add however that having tons of metrics to track wasn’t the right solution for her team. “While metrics and statistics are important”, she said, “they are not the most important thing for delivering customer support. The clunkiness of Intercom’s tools and … honestly, simply the lack of formatting and color from their email options, did not embody the Switcher experience. Our Support felt completely disjointed compared to our software and live media face.”

The solution: Help Scout provided a better customer and user experience

There were three things Angela and her team were looking for, which led them to Help Scout:

1. Low learning curve

2. User friendly interface

3. The right price

Regarding why she chose Help Scout, Angela said: “Help Scout’s friendliness, rapid support, bright interface, and simplicity quickly won us over. The tool has a low learning curve, where our team members could jump in and get started immediately, and the tool is also welcoming to customization and workflows. The price was also right and provides a lot of flexibility to what we need, including Light User seats!”

The result: Reduced response and onboarding times

With Help Scout, Switcher’s team is responding more quickly, collaborating with ease, and tracking success. Angela noted, “Our support process is simplified, meaning our Handle Time and Response Times are dramatically reduced. It is also easier to collaborate via Notes, to CC additional email addresses onto a response, and to share results via Help Scout’s easy-to-read charts and graphs.”

Team members, new employees, and customers feel the impact of the improved experience every day. Once the team transitioned to Help Scout, they brought on two new team members. Angela reflected, “Within two months, my new agents’ stats are rivaling my previous agents’ because of how easily (literally, day one) they picked up HelpScout. For new hires on our previous ticketing system, agents who’d been around for years still had trouble navigating the tool and understanding results.”

Reducing manual support volume by 30%

By using Help Scout’s familiar and simple UI, plus our AI features that help teams draft, edit and summarize, Switcher’s customer response time has gone down. They also use Help Scout’s knowledge base tool, which reduces manual support volume by up to 30%. Now Switcher customers can access self-service help content easily and get answers without needing to speak with an agent.

Collaboration tools to democratize team knowledge

In life before Help Scout, Switcher’s teams were lost in complex processes and struggling to communicate. Enter Help Scout! The team was able to tag in the right people, leave each other notes, and share insights--all without leaving the platform. This transparent and collaborative way of working is something the team knows it won’t live without again.

When asked what she would say if someone hypothetically told her she could no longer implement Help Scout, Angela exclaimed “I would be horrified and hard-pressed to find another tool of Help Scout’s caliber. Help Scout quickly rose to the top of our vendor list in terms of value and price, and none of the other options we explored came close!”

Help Scout: Easy to use, easy to get results

In Angela’s words, “Do you need to provide customer support, even as a one-man show? Help Scout will help you to deliver the high-quality support that will keep your customers happy and coming back again and again”.

All Switcher’s teams needed to improve employee and customer happiness was a tool that provided the power they wanted without the complexity. With everything you need to get started fast, and grow to support millions of customers, Help Scout is here to enable your teams and customers with best-in-class support. See how our free trial works for your teams and growing business. Our industry-leading support team is always happy to help in getting you started!