Youth Activity Centers Keep Kids Active With TeamSupport
In the world of youth activity centers, keeping kids engaged and active is paramount. Jackrabbit Technologies, a leader in management software for youth activity centers, has dedicated itself to this mission by ensuring their client support is unparalleled. In this blog post, let’s delve into how Jackrabbit, with a 100% remote workforce spread across several states and even Canada, managed to elevate its customer support from ordinary to extraordinary.
The Challenge
Jackrabbit Technologies’ growth from 300 clients to over 6,000 was nothing short of remarkable. However, rapid growth brings challenges, particularly in customer support. Working with a 100% remote team, managed through email, posed significant issues:
- Lack of Visibility: Agents struggled with an incomplete view of ticket history, meaning crucial information sometimes got lost between shifts.
- Inefficient Communication: Reliance on email for internal communication slowed down response times and introduced inefficiencies.
- Fragmented Ticket Management: Mismanagement of tickets due to lack of coordination meant inconsistency in handling customer support.
Given their unwavering commitment to providing stellar customer support—promising an initial response to a ticket within one hour—Jackrabbit needed a revolutionary solution.
Enter TeamSupport
When Client Services Director, Jorine Jones, began exploring customer support software solutions, TeamSupport quickly soared to the top of the list. Why? Quite simply, TeamSupport was more than just a support software—it was a game-changer.
Key Features That Made the Difference
- Inclusion of Images and Video:
- The ability to add images and videos to tickets simplified communication between agents and clients, making explanations clearer and quicker.
- Real-time Chat Feature:
- Jackrabbit only offers outbound phone support, meaning clients schedule calls with support representatives. This turned the TeamSupport chat feature into a lifeline, enabling real-time communication that became the majority method for ticket submissions.
- Customizability and Scalability:
- TeamSupport’s flexibility allowed Jackrabbit to tailor solutions to fit their existing workflows—an essential feature as they developed innovative programs for the childcare market alongside their offerings for youth activity schools.
The Results
Since implementing TeamSupport, Jackrabbit Technologies has not just maintained but elevated its support software. Here’s how:
Improved Visibility and Communication
- Full Ticket History Access: Every support agent now has complete visibility into the history of customer tickets, including inline images and videos. This holistic view prevents information loss and improves continuity across shifts.
- Streamlined Internal Communication: Enhanced communication among support team agents means quicker, more efficient support responses, directly benefiting customers.
Efficient Management
- Unified Virtual Team Management: The new system accommodates their 100% remote workforce efficiently, allowing for better management of shift volumes and equitable workload distribution.
- Deep Analytics: TeamSupport provides insights into ticket volume, response times, and trends, enabling Jackrabbit to continually refine and improve their support processes.
Enhanced Customer Relationships
- Holistic Approach: Improved communications between product development, customer support, and sales teams ensure that all facets of the company are aligned with customer needs and feedback.
Strategic Recommendations
Drawing from experience, Jones and the team at Jackrabbit offer priceless advice for other businesses looking to enhance their customer support:
- Customization and Flexibility: Understand the customization capabilities and integration flexibility of any solution before adoption. Remain flexible and ready to adapt workflows.
- Lead Wisely: Assign project leaders who possess both technical skills and visionary thinking.
- Customer-Centric Testing: Always test solutions from the customer’s perspective to ensure ease of use and satisfaction.
Continuing the Journey of Exceptional Customer Support
Jackrabbit Technologies’ journey to delivering “customer support that is a class above” stands as a testament to their dedication. Through strategic adoption of TeamSupport, they’ve not only met but exceeded their lofty support goals. Their story illustrates the power of meticulous planning, robust software solutions, and an unwavering commitment to customer satisfaction.
As they continue to expand their offerings and delve into new markets like childcare, one thing is certain: they will remain steadfast in their mission to keep kids active and engaged, while ensuring their clients experience support that’s second to none. So, here’s to Jackrabbit Technologies—setting the bar higher in both customer support and youth activity management.
