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.

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It’s been almost a year since I started looking for the right customer relationship management product for my company. We were able to gather lots of targeted leads thanks to an efficient website that we had built. Unfortunately we weren’t able to track and manage the leads and would often respond to the customers initial request way too late. I made a great decision when I chose Infusionsoft. The set up was easy with the guidance they provided and their support is hard to beat. We haven’t needed much help, but when we did we got resolution very quickly. it doesn’t hurt that we have more than double our sales since starting to use it.

–stotsindia.org, “Infusionsoft Support is Hard to Beat“

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I know a couple agents there that I can email, Instant Message and they will get back to me with resolving issues or walking me through steps. I don’t know if that is even heard of anymore. Its kind of like having personal assistants to Infusionsoft. Kudos to Justin Gourley and Daniel Berdeja.

–Shauna Rose
C1 Health Direct

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Customer Support is better than any other company I have EVER dealt with!

Ryan Griscom
Holdsworth Pelton International

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