How GrowSurf Became A Bigger Brand Using HelpScout
Entrepreneurs struggle to find a route to success and scalability. There are relatively few variables that are genuinely controlled for digital firms that must build a solution, achieve product-market fit, and attract early users all at the same time.
Startup of a referral program software GrowSurf discovered that one element they could control was the customer support experience, which has aided their development.
Kevin Yun and Derek Melvin developed GrowSurf in late 2017 while looking for a solution for referral software to produce email registration forms with unique URLs. They decided to develop it themselves, and the concept took off, eventually assuming the form of GrowSurf, an out-of-the-box recommendation program.
GrowSurf has made it possible for B2B and B2C tech firms to quickly expand their referral programs (at 300–1000 percent ROI), giving a variety of incentives for consumers to spread the word about goods they love.
“Customers are the lifeblood of our business, so going above and beyond for them is something we strive to do for every interaction.”– Kevin Yun, GrowSurf
Creating personalized support experiences on a large scale
When GrowSurf was rapidly expanding and answering more customer inquiries, they never lost sight of the necessity of providing outstanding customer service. However, their previous method was not working.
“We were putting solutions together using a tool that seemed a little clunky,” Yun explained. “The platform we utilized provided live chat and knowledge base features but wasn’t the greatest match for our purposes internally.”
That’s when they came across Help Scout. Their primary requirements were to gain a bird’s-eye view of their customer conversations and to provide seamless, personalized support experiences, which they found in Help Scout’s reporting, marketing tech stack integrations, and customizable Beacon features.
Yun discovered that Help Scout enabled the creation of personalized support experiences within the GrowSurf web app, resulting in optimal support experiences.
“[Help Scout] is very well connected with our online application,” Yun explains. “Our price structure allows customers with different memberships to obtain varying degrees of assistance. Help Scout’s JavaScript SDK offered excellent documentation and was just what we need in this regard.”
GrowSurf joined Help Scout because of the simple, per-user price and the starting offer — $50 per month for 10 users for the first year.
“Help Scout was the modern customer service software solution that was exactly what we were looking for. From the feature set to the pricing model, Help Scout has been great for us.”
Support as a culture, support as a means of development
GrowSurf conducts customer service like a team, utilizing Help Scout’s Slack interface to reply promptly to discussions and elevate more important problems to the appropriate team.
“We’ve invested a significant amount of time and money in developing a support structure that allows our clients to receive very responsive, personalized help, and as a consequence, our customers are happier than ever,” Yun adds.
GrowSurf credited a substantial amount of their revenue to word-of-mouth from excellent support experiences due to their attention to detail and personalization of their support experience (4.9/5.0 Support Score on Capterra).
GrowSurf’s favorite features
Beacon: The option to go back and forth between live chat and email.
Messages: Triggering messages based on user events for offers and service outreach.
HubSpot integration: Seamless customer profiling across marketing platforms.
Happiness and Productivity reports: High level view of quality and quantity of support.
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