RealMac Software - Case Study

The following case study is based on an interview conducted with Nik Fletcher, PR Ninja, Realmac Software.

As a small software company, Realmac had a clear vision of their requirements for a help desk solution. Most important was the "ability to quickly and easily assign tickets to colleagues, keep a central transcript of customer interactions, all with a hassle-free interface for support staff". After trying about various solutions, Nik and his team quickly found the "HelpSpot interface is really all that, even out of the box".

Staff feedback has been very positive. "HelpSpot is easy to use, yet powerful enough to manage the workload." Request assignment is easily managed and the ability to create private notes between staff has been a real bonus-keeping all activity around a request in one place.

While ease of use and information/request consolidation made HelpSpot a perfect fit for Realmac, they've also found the Knowledge Books feature has had a significant impact on improving their customer service. "(Knowledge Books) are really a useful addition to the support arsenal. For the (customer) it's easily searchable, allowing them to see related content and quickly provide feedback on how helpful articles are."

Because Knowledge Books are well integrated into HelpSpot's reporting and request areas there is a direct connection between what customers see on the portal and how it can be used by support staff. Staff can pull reports that provide a "great breakdown on how well Knowledge Book content is serving the needs of the customers" in addition to "quickly and easily referencing this same material" when working through customer requests.

As Nik can confidently state, "HelpSpot (has) allowed us to not only process tickets faster than in an email client, but also to track and report them far better than we'd previously been able to."

About the Company:
Realmac Software is a small, friendly, software company based in Brighton, England. We're focused on developing exceptionally practical and easy to use software for Mac OS X.

To learn more about Realmac, visit them at http://www.realmacsoftware.com.