Case Study: Brightkite
Brightkite - Interview
The following is from an interview conducted with Lesley Yarbrough, Community Manager, at Brightkite regarding her company's experience with HelpSpot.
Tell us a little about your organization
Brightkite is a location-based social network that facilitates real world friendships based on the places that you visit. As a microblogging tool, Brightkite lets you to post notes and photos to the places around you allowing you to geotag your life You can track the places that you go, keep up with friends and family, meet new people, and even use it as a window to see what's going on in different parts of the world at any given time. We serve a growing community worldwide and have mobile apps in various stages on iPhone, Android, Blackberry, and Windows Mobile in addition to our website.
Which department(s)/business unit(s) use HelpSpot and about how many requests are processed weekly?
Support, Marketing, Development, Creative. We process anywhere from 50-100 requests weekly, and that is steadily increasing.
What do you see as the unique needs of your group and how does HelpSpot support those needs?
We have inquiries coming from a number of different sources and HelpSpot allows us to route those to the correct person, saving us a lot of time. We also get a lot of support questions that don't come in via email and we really like that we can easily create new tickets for these. We recently merged with another company (Limbo) and we still have questions coming in for their service in addition to ours, so it's nice that we can have everything going to HelpSpot, helping to unite the support teams even though they are on different services.
How has HelpSpot improved your customer service?
It has helped us better track and manage our incoming support questions, which used to be handled very inefficiently via email alone. It has better connected our support team and prevents things from falling through the cracks. Personally, I also like the addition of the iPhone web app because it allows me to stay on top of things even when I'm not at my computer.
Which features have the biggest impact on staff productivity and how you manage the support operation?
The bulk actions, pre-defined responses, and ease of assigning tickets to other staff members has been a huge help to us. Our productivity and efficiency has improved immensely since switching to your software. Again, the iPhone web app has proven to be a useful tool when on the go.
What's been your support staff's feedback on HelpSpot?
Everyone likes HelpSpot quite a bit. It keeps it simple, is easy to use, and still has all the functionality we need. We had the choice between HelpSpot and HelpStream and there was really no comparison, your product has a better UI and is much more intuitive.