When marketing agencies and software companies discover Client Support Pros during their research into outsourced customer service providers, they’re often shocked, and with good reason. The company has created a unique support offering: A full-service, white-label client experience that includes everything from responding to support inquiries, to lead conversion and other marketing services, to onboarding a client’s new customers.
The company’s concierge-level service — which some agencies have described as a “client experience in a box” — has catapulted Client Support Pros to become the leading US-based provider of full-service, white-label support for marketing agencies and other small businesses.
Because Client Support Pros offers so much more than typical call centers, while still being extremely affordable even for small agencies, the company found itself growing far more quickly in its early days than the father-and-son founders Pete and Lucas Keiner had anticipated.
In fact, one of the company’s earliest challenges was to manage a rapidly growing inbox of its clients’ customer support inquiries while ensuring the team was always answering these messages under the right client’s domain.
But when they began investigating commercial email platforms and support ticketing apps, Pete and Lucas found none capable of meeting the demands of their complex white-label support workflows. “Nothing fit the exact model we needed,” Pete says.
When Pete discovered the Helpwise email collaboration platform, he knew he’d found the answer to helping Client Support Pros continue to deliver world-class support on behalf of its clients — no matter how many clients the company took on, or how many customer inquiries the team received.
With Helpwise’s Collision Detection feature, for example, the company’s Client Experience Professionals can confidently respond to new emails knowing that no other teammate is replying to the same email simultaneously, avoiding duplicate replies.
And thanks to Helpwise Notes & Mentions, Pete adds, team members can easily share knowledge and help each other respond to customer issues more effectively.
“We’ve built a culture of real teamwork and caring for each other,” Pete explains. “So, if one of our Client Experience Professionals isn’t sure how to respond to an inquiry or doesn’t have experience handling a specific customer issue, they can just ask team members for advice right in the Helpwise app — and within a minute a few people will be gathered around their desk to collaborate.”
Lucas, who is both COO and CFO of Client Support Pros, describes the most significant operational improvement the company is enjoying thanks to Helpwise. “We have dozens of Client Experience Professionals, at support centers in Minneapolis and Dallas, communicating with our clients’ customers thousands of times each month. And thanks to Helpwise, we know those communications are always going to the right people and coming from the right client’s domain.”
As Lucas also explains, Client Support Pros didn’t need to make a large software investment to create these invaluable email workflows. In fact, he notes, rolling out Helpwise is actually saving the company money.
“After payroll, software solutions represent our largest business expense,” says Lucas. “Based on what it would’ve cost us to roll out one of those enterprise ticketing systems — which still wouldn’t have given us as much as Helpwise in terms of capability — Helpwise has saved us a fortune.”
And as Pete adds, those additional capabilities Client Support Pros has gained by selecting Helpwise are making a significant impact on the company’s operations.
“I researched the industry thoroughly for ways to manage our inbox across many brands — because finding the best solution was so important to our operations. Helpwise is giving us 10x the functionality we would’ve gotten anywhere else.”
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