Our biggest headache was having to pull so much data from the tools we use. It was almost impossible for us to synthesize that data to make an informed decisions on what to do next. That was one of the biggest reasons that we contracted Boostopia. We knew that there were answers behind this data. We were running KPIs, but it really wasn’t that helpful.
The company is growing a lot. We initially reached out to get organized and decided to follow up again this year. We added two full-time people and were incredibly busy. [Boostopia] helped us maintain satisfaction rating and helped provide a high level of service through that growth.
The biggest thing we look at is the health of the service that we’re providing. We heavily weight that on satisfaction ratings for solved tickets, phone calls, and chat. The biggest thing has been changing our mindset on not just being reactive but proactive with our customer support.
Working with Boostopia has been very positive. Very responsive, always new ideas. They are always available on Slack or text message. The working relationship was great. And they also keep you busy. Once they got a rhythm they would turn things on, and we didn't have to wait very long to see the changes. They anticipate needs.
Boostopia gave us meaningful information and learnings informed by our data and gave us actionable ways to improve the customer experience.
The work [Boostopia] did on our website really improved the customer experience by allowing customers to find their answers faster. We now have really granular metrics and reports that are created every day to see, so that's definitely impactful.
"[Boostopia] was helping us with our growth and did so in a way where we were able to maintain satisfaction ratings and provide a high level of service."
Head of Happiness