Instantprint Boosts Customer Satisfaction with Freshdesk-Powered Omnichannel Service

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Instantprint, the UK’s largest online printer, experienced rapid growth of 136% over the last five years. However, this growth brought challenges in maintaining their high level of customer service. The team struggled with a lack of visibility, unable to establish a single customer view of all communications across channels. This led to duplicated work for agents when a single customer reached out on multiple channels. They also lacked an organized method of tracking the volume or nature of customer queries, making it difficult to identify and address common customer pain points. Furthermore, without a way to track Customer Satisfaction (CSAT) scores, they had no means to measure the effectiveness of their customer service. Lastly, shared inboxes led to confusion and lack of ownership, as agents had no visibility into who was answering which tickets.

Instantprint was founded in 2009 by James and Adam, who saw a need for a better way for small businesses to buy prints. Over a decade later, Instantprint has grown to become the UK’s largest online printer, with a 250-member team providing over half a million small businesses with business cards, flyers, posters, and other printed marketing materials. They set themselves apart with a team of friendly ‘print experts’ who personally help clients choose the right product. Small business owners appreciate Instantprint’s speedy delivery, unbeatable quality, and reasonable prices.

To address these challenges, Instantprint implemented Freshdesk Omnichannel, a platform that brought all their communication channels into one place. This solution was easy to use, scalable, and offered powerful analytics capabilities to drive better customer outcomes. It allowed the team to self-manage without reliance on IT or external consultants. The team started by rolling out the core platform and email support, before eventually introducing live-chat and cloud telephony. They also integrated Freshchat with messaging applications like Facebook Messenger and WhatsApp, making the support team more accessible to their customers. To provide more personalized service, they introduced a new service for video consultations, integrating meeting scheduling app Arrangr with Freshchat. This allowed customers to schedule a video consultation at a convenient time and interact with agents over Zoom. Freshchat also helped solve the problem of tracking the nature of customer queries and identifying common pain points.

• The implementation of Freshdesk Omnichannel and Freshchat has transformed Instantprint's customer service operations. They have successfully established a support organization that delights customers at every turn. The transition to remote work during the COVID-19 pandemic was seamless with Freshworks’ cloud-based suite of solutions, with no drop in service quality or IT dependencies. The introduction of chat as a channel has helped Instantprint manage rising contact volumes and deliver speedy and efficient customer service. The ability to track the nature of customer queries and identify common pain points has enabled them to continuously improve their service. The introduction of video consultations has provided a more personalized, empathetic service, easing customer anxiety during challenging times. Overall, the seamless omnichannel service has become an instant hit with Instantprint’s customers, and the organization is ready to take on any future challenges without impacting the customer experience.

• 98% SLA Attainment

• 20% Efficiency Increase

• 72 Net Promoter Score