Every company goes through growing pains. That’s the point where they move away from patched together solutions and implement processes that can last for the long haul.
These are the words of Duncan Pratt-Stephen, Head of Customer Success US at Mention. “Once our team doubled in size, we knew that we could no longer go with a DIY solution for calling customers,” he said. Mention, a leader in media monitoring, has grown exponentially since 2012 serving over 650,000 customers in more than 125 countries.
Pratt-Stephen joined in late 2015 as one of the first U.S. employees. With Mention’s headquarters based in Paris, it was essential to have someone on the North American front that could manage and grow customer relationships.
He joined at a time where changes were starting to happen in order to accommodate growth. “The phone system that we had in place was no longer able to scale with us and we knew we needed a proper call center software,” he said...
Clients are less inclined to answer if they see a number with an unfamiliar country code
Mention was using an antiquated system and needed a solution that could help them grow as a business. That’s when they turned to Aircall. The migration to Aircall was done mostly in Paris but quickly spread to the New York office. Everyone from sales to customer success started using it. “What I liked most was the fact that there was no learning curve involved with Aircall. All I had to do was create a login, download the app and start making calls”, said Brittni Goldberg, Customer Success Hero at Mention.
With clients all over the world, it was crucial for the Mention team to appear professional when calling internationally. “Clients are less inclined to answer if they see a number that’s labeled unknown”,said Pratt-Stephen. By using Aircall, the Mention team was able to create local numbers in every country they have clients in and proactively call each one.
A seamless interaction with international clients was important to Mention in order for them to deliver the type of customer service they pride themselves in. Before Aircall, the customer success team couldn’t rely on their call center software to work seamlessly and meet their needs. Now, they’re able to effortlessly make calls, interact with each of their customers and internally between teams. The sales team at Mention took advantage of unique numbers too. This feature played a part in the growth of the sales team, doubling its size within months and expanding their customer base. “As the team continues to grow, Aircall’s easy implementation stays the same” said Pratt-Stephen.
Aircall is meant for what we’re doing. Calling customers is how we retain clients, our phone lines serve as safety nets that serve their needs and maintain their overall impression of Mention.
Mention operates on a simple mantra: good customer service drives good business. Excellence in customer service differentiates their business from competitors and is an aspect that each team member takes pride in.
Pratt-Stephen continued by saying “Aircall is meant for what we’re doing. Calling customers is how we retain clients, our phone lines serve as safety nets that serve their needs and maintain their overall impression of Mention”.
We’re able to smoothly do our jobs. Every time a customer asks us to contact them on their preferred method it never works. There’s always an exchange of numbers and usernames, ending up with poor call quality and frustration
Aircall’s call forwarding feature enables Pratt-Stephen and team to keep up with their company goals even when they’re away from their desk. Team members are able to take calls on their cell phone and with the Salesforce and HelpScout integrations they can ensure that each of their customers is properly tended to.
As Mention continues to grow and pave the way in media monitoring, Aircall remains a vital piece and a driving force of their business. “We’re able to smoothly do our jobs. Every time a customer asks us to contact them on their preferred method it never works. There’s always an exchange of numbers and usernames, ending up with poor call quality and frustration,” explained Pratt-Stephen. Mention wanted a solution that scaled at their rapid pace and that they could heavily rely on for the long haul. “Aircall helps us solve problems faster and allows us to operate more effectively” said Pratt-Stephen.
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