“Other products didn’t feel startup focused. With Desk.com, we could hit the ground running.”
The executive team at Luxe wanted a customer service tool that would automate workflows and also give the reporting they needed to grow the business. Brooks and team tested several solutions, but chose Desk.com over the competition for its easy setup and because employees could start using it right away, with no training. “Other products didn’t feel startup focused,” said Brooks. “With Desk.com, we could hit the ground running.” The support team consolidated all of its channels — including text, email, and Twitter — into Desk.com so they can quickly answer questions about anything from what neighborhoods they support to billing issues and more. Since most of their customers are in transit when using the app, providing an immediate channel for support is critical. Inbound calls are associated with customer records in Desk.com, so customer delight agents — as they’re called at Luxe — can quickly access complete customer information and reservation histories. Automated case assignments and integration with a homegrown CRM system mean everyone can see the latest customer information and provide customers with fast, helpful service. Luxe is a numbers-focused organization. With Desk.com’s Business Insights, the company can easily measure business and support team performance over time. “As a startup we have to be cost-conscious,” said Brooks. “Desk.com helps us forecast effectively so we can scale efficiently and manage costs as we grow.” Every case is labeled so Luxe can quickly spot emerging problems and easily track issues and trends over time. Luxe also values customer feedback. By labeling all of their cases in Desk.com, Brooks’ team can collect customer feedback over time, and share insights with product management so they can plan their product roadmap. Desk.com also helps them prioritize feature requests from their most loyal and vocal customers.