Francesca Falato, Customer Support Manager gave us some insights into the company’s customer service.
Let’s begin with a little bit of history:
Launched in 2013 and built from scratch, the successful marketplace counts 7,000 artists and galeries in over 100 countries.
With a customer base of over half a million, the customer support team has a lot on it’s plate, handling hundreds of emails and phone calls on a daily basis.
Although the phone doesn’t take priority over the email, it still is as relevant as ever. Customers enjoy having both and use them alongside each other.
Customers call for many reasons, the three most common being:
- The customer wants an immediate response,
- The artist has an urgent problem which requires an immediate answer,
- Sometimes those who are less tech-savvy prefer to call
Often an email is quickly followed by a call.
The phone desk is a limited tool
As many companies, Artfinder had a landline for business before using Aircall’s phone support software. The desk phone soon became obsolete, as it didn’t support the need for call distribution – vital in a support team.
Not to mention the pain of having to hold the phone with one hand and writing down information with the other.
Aircall solves the pain points and helps simplify the customer support.
Take aways from the integration of Aircall and Help Scout:
The team swears by one big juicy take away that simplifies the support: the fact that you can log and have reference on all the communications.
As Francesca explains:
“You can have an Aircall going on your left and the Help Scout information on the right with all previous correspondence, be it email or call”
The Aircall Help Scout integration is “so useful” because it gives your team all the information available about a client. When you are on the phone with customers, they automatically assume you already know their entire life-story. Thus you gain precious customer trust.
And Francesca adds:
“As soon as the person calls you have all the detailed information that pops up and it’s so important and easy to cross-reference and thus be able to provide the best service.”
Over to you. What integrations do you use? Tell us in the comments below. In the meanwhile: