“We previously used multiple platforms to respond to customers. With Help Scout, it's fantastic; we have Docs, Beacon, and our customer information under one roof.”
Helping computers see the world in 3D. It’s now possible with Occipital.
Founded in 2008, Occipital is building spatial computing software and hardware, with the mission to delight the world with spatial computing. Over the years, Occipital has introduced several new products to make this possible, including Structure Sensor, the first 3D sensor for mobile devices; and Canvas, which creates a scale-accurate 3D model of a home in minutes.
With several product lines and a growing business, the team needed a way to stay organized and have full context on its customers when responding to conversations. By pulling everything into a single system — from customer data to the Slack integration and incoming conversations — the Occipital team could focus on experience instead of reconciling data.
““We switched from Gmail in 2014 and have never looked back,” said Anthony Monaco, Customer and Developer Experience Specialist.”
Anthony and the Occipital team previously used multiple platforms to respond to customers, which accumulated to 4 hours a week of just switching from one product to the other. With Help Scout, Occipital now has Docs, Beacon, Slack, and customer information under one roof.
The team uses Help Scout to both organize conversations, making sure customers are being supported by the product experts, and also report on the conversation data using tagging.
“To study the analytics of how our store pages work, we use tagging on all of the “wrongly purchased” brackets as well as the “purchased” bracket so that they can look at how to better serve our customers and give them better information on choosing the correct item,” said Monaco.
“A good day is when I’m helping customers identify their issues, and going home knowing I made a difference,” said Marlene Ruttenberg, Customer Experience Specialist. “Help Scout’s rating system lets you see your customers’ feedback and say,‘ Yes, I did something cool today.’”