MapShot's - Case Study

The following case study is based on an interview conducted with Tim Taylor of MapShots.

How has HelpSpot improved your customer service? A rather broad question that Tim Taylor of MapShots was able to quickly and systematically answer:

1. Our responses look more professional.
2. We are not duplicating responses like we did when using Outlook.
3. Response time is faster, as one of us is not delaying a response waiting to see if someone else has replied to it.

MapShots is a small company that uses a team-based approach for managing customer service. This remote team of employees depended heavily on Outlook but found it led to delayed response times, duplication of effort, and generally lacked the centralization needed to effectively manage customer service.

HelpSpot was able to bring some specific features to MapShots that allowed the support team to more effectively manage their customer service.

The 'Take it' button (representing required request assignment) makes it clear who is accountable for the customer inquiry. Something Tim points out "...does not exist if you if you are trying to use Outlook for team-based customer support".

While requests always have one owner, they are still available to other team members. A clear, easy to follow, history is provided for each request, allowing any team member, at any time to become current on the standing of an issue. Preventing "duplicate responses" as Tim and his team experienced when using Outlook.

"Professional looking responses" are possible using HelpSpot's modifiable email templates-giving every message a consistent look and feel rather than depending on settings configured in each team members Outlook account. In all, HelpSpot's robust features and ease of use have made the move from Outlook an easy one-resulting in tangible improvements in how MapShot's handles customer service.

About the Company:
MapShots provides the agricultural industry with the EASi Suite brand of crop management software. EASi Suite Farm Edition is used across the nation by progressive growers who want to maximize their use of agronomic management information. EASi Suite Professional is used by both crop consultants and crop input retailers to provide crop planning and nutrient management planning services to their farm clients.

For more information on MapShots products and services, visit them at http://www.mapshots.com.