Case Study

Case Study

Ray Morgan, Senior Developer and Product Manager, SerioPlus Service Desk

"Overall, [Integrate-Engage] now represents about 75% of all support enquiries and traffic."

Our primary goal was to improve our level of connection with sales prospects, and to make it easier for them to access our support service. Quite often people are trialing our software on their own site and to make a sale we need to connect with those software evaluators as soon as we can. Within a click we can be showing them how to do whatever it is they need to do, rather than telling them or pointing them to the manual. It also impresses prospects during software demonstrations, and is a nice differentiator.
It's been very successful. Prospects are more likely to use this than call or email. Overall it now represents about 75% of all support enquiries and traffic, across both prospects and existing customers. The invitation to Click for Support is smart, and depends on our staff being around - this encourages users, because they have a sense of knowing someone is around to answer.
Integration and deployment were straight-forward and hassle-free. our first rough-cut integration took just a couple of hours, and it was production ready a few hours after that.