OBM/ Help Desk Support Case Study

Background

An Australian based Event Management software provider engaged me to provide customer support for their rapidly growing customer database. I worked as the front line help support person from July 2014 until March of 2018. In that time my role was to allow the CEO/Developer the ability to move away from the onerous task of answering help emails, online chat and phone calls coming in from their rapidly growing customer base.  Their software was a bespoke system that was rapidly evolving to suit a highly complex technical niche that previously had not had an Australian supplier. It came about as a result of three event management companies who could not find software to meet their needs.

The CEO was functioning as one person wearing every hat and he had realised this was preventing the business from expanding and meeting the needs of their customers

Solution

  • Provide strategic marketing and user advice to the CEO and the development team
  • Answer phone, email and online chat requests as rapidly as possible (generally within 5 mins) during business hours
  • Monitor the system outside of business hours and alert the developer to outages
  • Determine the best way to setup the written help support system
  • Write help files for the use of internal staff, external clients and major account executives (Over 100 articles)
  • Update the website, which at various points over the years underwent considerable changes and expansions
  • Train the new developers, employed during 2017, on the operation of the system
  • Advise on user issues that occurred whenever changes happened
  • Trouble shoot new functionality to the system – design and then implement changes
  • Liaise with the development team on user issues
  • Triage all help requests so that the minimal customer impact occurred
  • Train new help support staff
  • Investigate efficiency of Google Adwords account
  • Improve SEO
  • Help in development of the android and apple app

Results

  • Improved customer relations
  • Business was able to evolve existing software and also develop new offerings
  • Improved help files that customers could access at any time
  • Considerable improvement to their website
  • Savings of $1,000’s per month in out of date Google Advertising
  • Improvements in SEO
  • Help in launching the event app for apple and android

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