Forrester Research recently highlighted Infusionsoft’s customer service and support portal in a recent Social CRM case study. Led by JoAnne Ravielli, Infusionsoft’s customer support portal known as the “Fusebox” has reduced unneeded calls to their office, increased customer satisfaction and offered significant cost-savings.
JoAnne decided to use Helpstream to provide software tips in a forum,but the community quickly evolved into a customer service portal.Through daily updates, users can check on the status of new product features, email deliver-ability and related concerns. As more and more customers joined the community, it was evident that the impact on traditional support channels improved customer experiences. In moments where the software was inaccessible, InfusionSoft was able to quickly respond and get a message to users on the status – reducing the need for technical support calls.
JoAnne told [Forrester], “Two years ago, we had approximately 1 customer service agent for every 55 customers and a 77% customer satisfaction rating. Today that ratio is 1 agent to 172 customers– and with a 87% customer sat rating. Customers love to contact us when it’s convenient for them! And that’s the power of social media. The answers are there for them 24/7. The net-net? InfusionSoft’s social media initiative saved the company millions of dollars in overall support costs and produced a 10% increase ni customer satisfaction.”
See the blog post yourself, Case Study #3: InfusionSoft Uses Social Media to Reduce Customer Service Costs.
