We were using HubSpot but we wanted to break out the functionality into different platforms. The main driver being cost saving and to use more specific tools for our customer service and marketing our ecommerce side of the business.
We decided to go with Intercom and as part of this we included all of the data migration within this project. It was high pressure and there was a month for Bright Dials to do the whole piece of work. For the customer service side we needed contact, ticket and company data from HubSpot migrated into Intercom.
There were just under 85,000 contacts and 37,000 companies to switch across along with the deals and the support tickets. A daunting task to a company of our size.
HubSpot actually worked really well for us, the decision to change was a business one rather than functionality. There was resistance to change as everyone wanted to stay with HubSpot.
We had concerns about the transition because it is so different to HubSpot. We went from an email based ticketing system and were heavily reliant on email and phone only.
Then we moved to using automated chat flows and tagging; it was a big change of features. All of these factors made the onboarding challenging.
We would have been lost if we didn't have Bright Dials onboarding us because it was so different and new. If we'd been thrown into it on our own it would have taken a lot longer to go live. To get our heads around how it works, set it up how we wanted. Bright Dials set it all up before we started using it for customer support
Having Bright Dials to answer our questions and support us was invaluable. We could talk to you and work out what we needed. And we could have had a big back log of customer tickets.
If we hadn't moved to Intercom, we would have used Outlook to reply directly which would have been messy.
Our response times are faster, even through our inquiry volume is higher. Before Intercom our responses were split 50-50 between emails and phone calls. When we first went live with Intercom, a third of our support inquiries were self serve (rather than having to talk to a member of the team by using the chatbots and Help Center).
Of the people who attempted to self-serve, just over 70% were successful. By January 2024 this has reversed with one third of our support inquiries being handled by humans. Of the two thirds who are self serving, 92% are resolving their issues - a figure well above industry standards and one I'm very proud of.
This saves around 1.5 people’s time per month.
For those who can’t self serve, we are now sending them to Fin, Intercom's AI tool, if Fin can't answer it, he hands over to the team..
We found Fin does give the right answer, but it might not necessarily be the solution to the customer's problem. Although it I think it does make customers a happier before they come to a human which is helpful.
I would highly recommend working with Bright Dials. Lindsey is not only super knowledgeable about the system but also friendly and approachable. It's not just about getting a product recommendation; it's about having ongoing, relaxed support. The team at Bright Dials made our transition smoother and more manageable. If anyone's considering a similar transition, I'd definitely recommend reaching out to Bright Dials.
