Case Study: EventIQ

Case Study: EventIQ

The following case study is based on an interview conducted with Dave Bodnarchuk of EventIQ.

For EventIQ the road to HelpSpot was a long one. "Our Staff spent almost 3 years trying different helpdesk systems, and some were too much, some too little, and some just didn't work. We needed a platform that would integrate easily with ours, support PHP, and could be remotely hosted."

So what sold them on HelpSpot? Among the reasons Dave cited for selecting HelpSpot, at the top of the list was:

1. A UI that is simple enough for a new user but doesn't get in the way of the power user.
2. Smart design that saves clicks for Staff. For example: prepared responses that set reporting tags

Since implementing Helpspot, which Dave is keen to note "took less than 3 hours with a fairly non-technical person", they've seen increased efficiency and accuracy.

From the very start it was email integration that allowed them to understand exactly how many inquires they handled; "consolidating where appropriate to only give attention to those that are actual work requests". Having a very clear picture of what needs to be done is the first step in making efficiency gains.

Workflow-supporting features such as automation rules allowed them to more easily classify and move requests through a process that is most logical for their event software questions and service-related inquires.

Staff access to knowledge books and prepared responses while crafting replies has been a "valuable training aid" and serves as the basis for ensuring response accuracy.

Now that HelpSpot has proven itself to the folks at EventIQ, plans are well underway to expand its usage. Beyond just rolling out in the Support, HR and Sales departments, plans are well underway to integrate HelpSpot with other backend systems. Integration with their bug tracker would allow: "support people [to] create a bug ticket right from the [HelpSpot] request and give the developers the background they need". Creating a seamless flow of information between Support Staff and Developers.