As The Silent Partner's Customer Service Manager, Teagan West ensures her team of experienced agents provide fast and efficient virtual support for clients in sectors including higher education, IT, ecommerce, and finance.
However, that's not the only hat Teagan wears. As one of The Silent Partner's most experienced employees, she's also on top of day-to-day operations, new client implementation, training, and quality tracking. So her hands are pretty full.
Before The Silent Partner found HelpSpot, Teagan depended on a standard, shared email account to handle customer inquiries and organize support.
Even with a talented and conscientious team alongside her, using a basic email platform raised the risk of losing track of requests or not responding quickly enough.
With its limited functionality, nobody had clear visibility of what others in the team were working on.
Inefficiencies with the existing system didn't end there. Without the functionality to assign specific people to specific requests, there was a lack of accountability for resolving customers' issues.
Further friction occurred because The Silent Partner had no clear history of how issues had been handled.
While The Silent Partner was consistently delivering a great service to its clients, an outdated and unscalable email system was causing unwanted issues and inefficiency.
The Silent Partner urgently needed a robust digital tool that could help them automate and organize more of their customer support operations, while streamlining communication both internally and externally.
The Silent Partner set out to find a software platform capable of turning sometimes disjointed support processes into more organized and meaningful interactions. And all at a reasonable price point that suited their growing business.
They found all of that with HelpSpot.
While other help desk platforms were complex and costly, HelpSpot provided just the right amount of functionality for The Silent Partner to accomplish its goals.
They began a 21-day free trial and found immediate value in HelpSpot. Its user interface was surprisingly straightforward and came with an easy learning curve that meant it was quickly adopted by the whole team. It was the ideal match, so The Silent Partner signed on as a customer.
HelpSpot seamlessly aggregated all emails—including support tickets, customer service, reception queries, billing queries from customers, and sales leads—into an easy-to-use workspace.
From there, Teagan created buckets for each category of work, which transformed the team's workload from a proverbial mountain into bite-size chunks that felt more organized and manageable.
Assigning work in this way was something their previous platform couldn't handle—and proved a game-changer.
HelpSpot also provides filters and tags across dozens of different vectors that help Teagan track what's assigned to different staff, how many tickets they have open at any one time, and what stage each ticket is at.
HelpSpot provides exactly the features Teagan and her team need to improve organization and workflow, including:
In addition to using its comprehensive array of pre-built tools and functions, The Silent Partner also worked with HelpSpot's Professional Services team to create customisations that unlock even more business value.
One of the most pivotal customizations was the creation of Customer ID numbers, which agents have to enter before they can update any issue. This means that at the click of a button, Teagan and the team can see every email exchange they've ever had filtered down to that client ID.
And that's another game-changer.
Before, if a customer said they'd sent a request that hadn't been actioned, Teagan's team would manually carry out different searches and jump in and out of multiple inboxes before they could confirm what had happened. Now, they just search the Customer ID and everything's there in front of them, fully visible and with zero chance of error.
With total visibility of the team's activities and progress—and automations that accelerate client support— Teagan and her team have more time to focus on what really matters.
With HelpSpot providing the trusted backbone of their customer service operation, The Silent Partner has increased the speed and quality of customer responses. In fact, most inquiries are now dealt with inside 30 minutes!
Teagan attributes this to increased accountability among staff for resolving issues, combined with agents having instant access to high-quality templates—all made possible by HelpSpot.
HelpSpot has unlocked significant time savings for The Silent Partner, too.
Teagan estimates the team saves several hours per day—or +100hrs a month—thanks to the total visibility, improved communication, filters, and functions that HelpSpot provides. All of this adds up to improved business efficiency; not to mention more time for Teagan to spend training colleagues, improving operations, and helping scale the business.
Customer satisfaction has also improved since The Silent Partner implemented HelpSpot.
Before HelpSpot, Teagan would sometimes feel overwhelmed by the scale of managing so many queries across so many different areas. Now, it's so easy to group, delegate, and resolve every ticket, the mental load has been lifted.
The benefits of using HelpSpot extend to The Silent Partner's sales team, too. Because they can consult a complete client history before jumping on a sales call, they're fully informed right off the cuff. Anecdotally, Teagan says this has had a positive impact on The Silent Partner's sales and revenue.
She recommends HelpSpot without hesitation.