Spikeball is a Help Scout User for Life: Here's Why

Challenge: Spikeball previously relied on Zendesk as its customer communications platform, but the company soon realized that its clunky interface, confusing features, and limited organizational capabilities made it difficult for the team to do its day-to-day work.

Solution: The switch to Help Scout has provided the Spikeball team with a support solution that is easy to use and has increased efficiency without compromising the quality of customer care.

Spikeball completely changed the outdoor sports industry by creating a new game and fostering a community of players that would start a global movement. Spikeball tournaments are hosted worldwide and even televised on sporting channels like ESPN. We spoke with Hadas Look, Director of Supply Chain Integrity at Spikeball, who shared how Help Scout makes it easier to organize requests, respond to more emails, increase efficiency, and easily work cross-functionally.

The challenge: Zendesk was limiting the support team

Hadas explained that the team had previously relied on Zendesk to manage customer communications, but it presented several significant challenges for the team. 

The solution: Switching to Help Scout 

Hadas shared that, when the team evaluated different software solutions, the user experience and organizational capabilities were some of the main reasons they decided to purchase Help Scout.

The result: Improved collaboration, increased efficiency, and fewer hours spent on new employee training

Ease of use boosts efficiency and saves valuable time  

Zendesk was making it hard for Hadas and her team to do their job. The complicated and confusing features created roadblocks, and the complex platform made for a steep learning curve. The switch to Help Scout’s intuitive platform has made day-to-day work and onboarding easier and more efficient. Now, Hadas spends fewer hours training employees on how to operate software and more time teaching critical business processes.

Improved mailbox organization allows for cross-functional collaboration 

Help Scout’s mailboxes are as easy to use as regular email, with the added benefits of organization, automation, and collaboration features that teams need to be successful. 

For Spikeball, the platform has enabled several significant changes that are helping the company better serve customers. For instance, the company has now created a system where conversations are sorted into mailboxes by request type, so the appropriate team can promptly answer customer requests. Additionally, various teams now have visibility into the support queue and can collaborate directly in customer conversations with features like notes. Hadas shared how Spikeball has structured mailboxes and details for the different departments that work in Help Scout:

Workflows 🤝 Tags 

Automating tedious and repetitive tasks and using if/then logic to assign tags to conversations are two of the many benefits of creating workflows. 

Hadas told us that the Spikeball team uses workflows and tags to automatically categorize conversations as they come in, allowing the team to answer and assign questions more quickly.

But the power of workflows and tags doesn’t stop here. Not only is this functionality helpful for the support team to work efficiently, but it also provides business insights. Hadas shared more about how workflows and tags help determine where marketing resources should be used:

Beacon + Docs make for proactive support 

Help Scout’s support widget, Beacon, has also helped Spikeball better serve customers. Beacon makes it possible to surface relevant Docs articles and offer live chat on specific web pages, which allows for self-service. The tool makes it easy for customers to find the answers they need quickly and means one less chat for the team to respond to. Hadas shared with us how Spikeball uses Beacon to provide proactive support and increase her team’s productivity: 

Powerful automations and an intuitive platform make Spikeball a Help Scout user for life

Help Scout is a critical tool for Spikeball, helping the company seamlessly serve customers and shoppers and enabling customer support teams to provide quality care while staying productive. 

The ease of accessing reports, organizing mailboxes, and creating Beacons are just a few reasons why Spikeball is a Help Scout user for life.

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