IdeaScale

IdeaScale profits on LiveChat integration with Highrise CRM

IdeaScale

Below you can read about running a Software as a Service company, sales and support benefits from having live chat on the website and advantages of the LiveChat-Highrise integration.

IdeaScale employee using LiveChat

John Basile is responsible for Business Development at IdeaScale – a platform to collect, share and rate ideas from customers. IdeaScale has been relying on LiveChat since February 2011, gradually increasing its utilization and adding more operator seats over the following months.

Asked for feedback regarding LiveChat, John started by telling us more about their business – the beginning of IdeaScale and a purpose behind the project:

“In 2007, Seattle-based SaaS pioneers Vivek Bhaskaran and Rob Hoehn realized the growing interest in crowdsourced feedback and co-founded IdeaScale — a community idea management system with up/down voting that allows the best ideas contributed to rise to the top.”

Since its humble start, IdeaScale has grown to be a market leader in idea management embraced by small businesses and Enterprise customers like DuPont and SAP, local governments and federal agencies like the Office of the President and the VA.

The purpose for using LiveChat was clear – amazing customer service. No matter if it was pre-sales or post-sales, the customers should be able to easily get in touch with IdeaScale’s team.

“When IdeaScale found LiveChat, we chose to incorporate the communication tool into all our webpages: our outside marketing pages as well as the logged-in admin pages only our customers see.”

On the outside pages, LiveChat helps IdeaScale’s growing sales team to answer questions from customers, who are often looking at our competitor’s tools and weighing their options. We’ve closed dozens of deals and upgrades right from LiveChat!

There’s a huge advantage of live chat over emails or help desk software – it allows to solve customer issues immediately – within seconds – and not days:

“As far as communication with existing customers goes, LiveChat is extremely useful in mitigating the number of support emails we get. We estimate that LiveChat’s cut our email volume by at least 10%. Best of all, our paying customers get instant answers to questions that might otherwise get stacked in a support queue for as long as 24 hours.”

We understand that simple and secured data flow between live chat software and the CRM solution results in more efficient work of sales force. Automated data export from LiveChat to Highrise became a favorite feature of IdeaScale’s sales team.

“LiveChat has become an essential part of our sales and support process, so we’re pleased that the live chat tool integrates nicely with Highrise, our favorite CRM tool. It’s well and good that chats are logged to our LiveChat account’s history, but with the Highrise integration, our chats are recorded right to IdeaScale’s shared Highrise account with a couple clicks. This means that our sales team can share important conversations and have them all at our fingertips when we’re communicating with our leads and customers.”

John seems to be very happy with the user experience of the application and the results achieved with LiveChat:

“We’d highly recommend LiveChat to anyone doing business online but particularly to those online businesses using 37signal’s Highrise product. The slick integration of LiveChat into popular Highrise CRM is great for everyone–prospective customers, existing customers, sales, support, and our developers alike.”

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