Pitch, o software de apresentação baseado na Alemanha, tem a missão de destacar a melhor linha de pensamento de cada equipe através de apresentações bem elaboradas e eficazes. A equipe está comprometida em facilitar uma melhor colaboração em tempo real e capacitar seus clientes a trabalharem de forma mais eficiente. Eles usam a Intercom para estarem sempre próximos de seus clientes, criando experiências memoráveis em cada etapa da jornada.
Desde seu lançamento em 2020, a Pitch e sua base de clientes cresceram significativamente. Para apoiar este crescimento, a equipe precisava de uma solução de comunicação que lhes permitisse manter um contato personalizado com seus clientes em grande escala. Sabendo que seus clientes valorizam a comunicação que equilibra velocidade e eficiência com empatia e personalização, eles escolheram a Intercom para alimentar suas mensagens nas áreas de suporte, vendas e engajamento do cliente.
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Choosing the right platform to do more with less
Verena Kuhn heads up the Community Support team at Pitch and is focused on ensuring their customers are maximizing their use of the product and set up for success. With a small but growing team, the ability to do more with less was a crucial deciding factor for Pitch when choosing a customer communications platform. When looking at the solutions available to them, Verena notes that they wanted a platform that would mirror their commitment to quality. Pitch champions excellence in its product and the presentations it empowers its customers to create. The team knew they needed a communications experience that would go hand in hand with that, which Intercom provides. "We found Intercom's UI much more intuitive than the other products we looked at,” says Verena. “My team works in Intercom every day and we pay such attention to detail, design, and user experience as a company, so it was really important to us. My team should enjoy the platform they use, and their feedback was that they enjoyed working in Intercom the most."
A Pitch adotou a Intercom antes do seu lançamento ao público e tem usado a plataforma desde o início de sua jornada. Eles avaliaram outras ferramentas, como a Zendesk, para dar suporte, mas acabaram escolhendo a Intercom por uma série de razões-chave:
Eles queriam uma solução que acomodasse o crescimento futuro e gostaram do fato da Intercom ter um amplo conjunto de características que eles pudessem expandir à medida que a equipe fosse evoluindo.
A Intercom se integra perfeitamente com seus aplicativos web, desktop e para dispositivos móveis, e sua funcionalidade vai além, o que foi uma grande ajuda para a equipe. Após a implementação inicial, a equipe foi capaz de configurar a Intercom para trabalhar para eles sem recursos de engenharia, o que foi uma grande vantagem.
A equipe destaca a facilidade de uso da Intercom como sendo um fator crucial em sua decisão. Eles são capazes de integrar perfeitamente novos membros da equipe e colaborar de forma fluida com outras equipes.
Os bots e as capacidades de automação que a Intercom oferece permitem à Pitch oferecer suporte em grande escala sem ter que aumentar drasticamente o número de funcionários da equipe.
A Interface do usuário (UI) da Intercom se mostrou mais intuitiva do que as das outras ferramentas que eles testaram, e era importante para a equipe que a plataforma escolhida espelhasse seu próprio foco no design centrado no usuário.
Verena observa que, tendo vindo de uma plataforma de suporte baseada em tickets, ela ficou agradavelmente surpresa com a funcionalidade da Intercom e o poder de ter uma plataforma de comunicação holística com o cliente. "Eu não havia trabalhado com a Intercom antes do Pitch, e na verdade eu estava bastante preparado para trazer um sistema de tickets. Mas depois de uma avaliação completa, a Intercom foi nossa escolha número um", diz ela. "Eu definitivamente acho que isso melhora a experiência do cliente, e talvez eu estivesse vindo de um ângulo um pouco antiquado de preenchimento de formulários para obter suporte. Mas ninguém gosta de preencher formulários, você prefere muito mais ter uma conversa com alguém."
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Unlocking the ability to scale
When Verena joined Pitch in 2019, there were a number of core challenges she needed to solve. The biggest challenge, she explains, was building out the team from scratch and scaling their operation, all while onboarding their very first customers. In order to do this efficiently, Verena needed a solution she could rely on to help her manage rising conversation volumes without having to hire a ton of additional people to meet the demand. "It was important to me that our support platform was set up in a way that's easy for my team to work with in case we ever get overwhelmed with volume — which, luckily, hasn't happened yet because we've set up priority inboxes and use Macros to help us be efficient," she says.
The main things Verena wanted to accomplish when she first set out on her journey to scale Pitch’s support were:
Setting up support intake channels and an internal routing system to manage inbound requests.
Leverage detailed reporting to monitor the performance and drive continuous improvement.
Create a robust help center that was aligned with Pitch’s brand.
Above all, striking the balance between making things efficient for the team and their customers and being empathetic and personal in their replies was of the utmost importance to Pitch, which Intercom enables them to do. The team leverages a combination of Intercom’s proactive, self-serve, and human support features to ensure their customers’ needs are being met at every stage of their journey. And the results speak for themselves. The team has been able to drive down inbound conversation volume with the help of bots and automation, freeing up the support team’s time to focus on complex questions that need a bit of extra help. Something Verena highlights is that leveraging these efficiencies hasn’t impacted the customer experience, which is obvious from the team’s high CSAT scores, which consistently sit between 96% and 100%.
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Preemptively providing support when it’s needed
Verena explains that her team endeavors to proactively offer their customers help wherever they can. They use the custom greeting in the Intercom Messenger to notify customers of any changes to their coverage times, for example, during the holiday season, so expectations are clearly set and there’s no confusion over when they can expect a response. Having an unobtrusive way to let customers know when they can expect a response ultimately reduces possible friction for the customer and results in a better experience.
Looking ahead, Verena plans to leverage more of Intercom’s proactive support capabilities to build out this function. Currently, they’re focused on proactively building out their help center content to ensure customers have access to educational content about new features or product improvements, and they also analyze popular search terms and questions to help them preempt what content customers are going to need. "I'd love to tap more into proactive support – really detecting what they're doing, what they're not doing, and what it looks like they wanted to do so can proactively help them,” says Verena. “I think that would be a really great customer experience."
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Enabling customers to self-serve
For any fast-growing business, the ability to make processes and workflows more efficient and scalable is critical for success. Leveraging Intercom’s self-serve support capabilities, like bots and automation, has enabled the team at Pitch to drive efficiency across multiple areas of their customer communications, as well as operate at scale. They rely on Articles to power their help center, which they invested in early on in their journey with the platform. When customers need support, their first port of call is Pitch’s help center. Here, they can search through all of their help articles to find the answers they’re looking for.
“When customers get stuck, of course there’s a risk of churn. We want to unblock them as fast as possible, and sometimes the fastest way of doing that is to enable them to find answers themselves.”Verena Kuhn
Head of Community Support at Pitch
A equipe de Suporte Comunitário cria novos conteúdos para cada novo recurso e atualização de produtos que a equipe envia, a fim de apoiar e educar seus clientes. Ao fazer isso, eles podem reduzir o número de conversas que chegam à equipe de suporte, bem como aprimorar a experiência do cliente, oferecendo respostas rápidas e eficientes. Se os clientes não conseguem encontrar uma resposta ou precisam de ajuda adicional, eles podem abrir o Messenger e iniciar uma conversa com a equipe. "Quando os clientes se sentem emperrados durante a busca de uma resposta, é claro, há um risco de perda. Queremos desbloqueá-los o mais rápido possível, e às vezes a maneira mais rápida de fazê-lo é permitindo que eles próprios encontrem respostas". "Acho que é realmente enriquecedor disponibilizar essa opção, mas também facilitar o contato com minha equipe".
A equipe da Verena está usando Bots Personalizados para triar todas as consultas recebidas, coletando informações valiosas sobre o tipo de problema que um cliente está enfrentando e qualquer outra informação que possa ser útil para ajudar a resolvê-lo. Os bots ajudam a determinar quando um cliente precisa de ajuda imediata para que possa ser direcionado imediatamente à equipe de suporte, ou se sua consulta é algo que pode ser facilmente resolvido através do suporte de autoatendimento. Isto ajuda a equipe a categorizar as consultas recebidas e a priorizar. Ser capaz de categorizar as conversas recebidas por assunto e tipo de cliente tem sido fundamental para ajudar a equipe a administrar seus SLAs internos, que são rastreados individualmente para cada tipo de consulta.
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Making the most of a flexible platform
Verena highlights Intercom’s apps and integrations as a huge advantage of the platform. Being able to seamlessly connect the tools in their tech stack has enabled the Support team to save time that would otherwise have been spent switching between tools, as well as work cross-functionally with other teams. Some of the integrations Pitch uses are:
GitHub, which is used for filing bugs for the Engineering team to assess. With the Intercom integration, this can be done directly from the customer conversation, which saves valuable time and enables the support team to respond to customers easily once the issue has been resolved.
Canny, which is used for tracking new feature requests from customers.
HubSpot, which is used by both the Sales and Customer Success teams. Sales leverage the integration to create contacts with just one click, saving them a lot of time. On the Customer Success team, the data sync between Intercom and HubSpot enables them to see which customers have contacted support.
By leveraging tagging in Intercom to help funnel customer queries, requests, and suggestions into these workflows has been hugely helpful for Pitch and enables smooth collaboration between teams. Verena also points to the importance of having everything the team needs in a single platform to reduce the need for tool switching. In the case that a teammate does need to access another resource, they can quickly add them to the “Quick Links” section of their Inbox view to be able to access them in seconds. This is something the team uses extensively and is a big time-saver. “We want to consolidate as much as we can into Intercom — in fact, our next step is to integrate our internal admin tool directly as a widget in the Inbox,” Verena explains.
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Building great experiences across the entire customer journey
In addition to using Intercom for support, Pitch’s Sales and Marketing teams are also leveraging features like Series, Product Tours, and Outbound Messages to engage prospects and customers throughout their journey with the product — from the first interaction through to them becoming a happy customer.
The Sales team is using Custom Bots to prompt website visitors to get in touch with sales if they’d like to learn more about Pitch’s paid plans.
Marketing uses Intercom to collect customer feedback and get a deeper understanding of their customers. By reaching out to target groups of customers with surveys or to schedule research interviews, the team is able to gauge customer sentiment, get real-time feedback about specific product areas, and identify opportunities for improvement. They also use Product Tours to educate customers about the product, which has been really helpful in getting customers set up for success from the get-go.
Verena says that having a single platform for customer communications is very beneficial when it comes to cross-functional collaboration. “Our support and sales email addresses route to Intercom, which allows us to use transfer macros to send conversations between the teams so sales can follow up on a revenue opportunity, or my team can help a customer with a product question,” says Verena.
“I track a lot of numbers. And one thing I pay attention to is the number of support requests versus the number of help center visitors. It's really fascinating to see how many potential questions we're able to deflect by using the help center.”Verena Kuhn
Head of Community Support at Pitch
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Making a lasting impact
Since implementing Intercom, Pitch has seen impressive results in its ability to scale its customer communications without losing the personal touch. "I track a lot of numbers. And one thing I pay attention to is the number of support requests versus the number of help center visitors. It's really fascinating to see how many potential questions we're able to deflect by using the help center,” says Verena. “When I started looking at this at the beginning of last year, one in every five people would reach out to my team, and the other four would be able to self-serve. Now, only one in 12 is reaching out to my team, which saves us so much time. It gives us so much capacity back."
With over 70% of customer queries coming in through the Messenger and a CSAT score that consistently sits at 100%, it’s obvious that Pitch’s customers are happy with the experiences the team is able to create through Intercom. Verena highlights how the platform has helped them to unlock growth opportunities and effectively scale their support without having to sacrifice this experience, which is so important to the team.
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Planning for the future
Verena and the team at Pitch are excited about the opportunity that lies ahead with Intercom. "It was important to me that we had room to grow with Intercom when we started out,” Verena says. “We're not using all of the features available to us yet, but we wanted a product that we could grow into as we expand our team and business."
With plans to further invest in proactive and self-serve support, Pitch is focused on driving increased efficiency, maximizing their impact, and continuing to create the best possible experiences for their customers at scale to boost satisfaction — and, ultimately, retention.
