According to Ziebell, Invaluable has seen the biggest drop in their volume of phone calls since implementing Solvvy. Monthly calls averaged upwards of 4-5,000 in 2016 and 2017, but since partnering with Solvvy that’s dropped to under 3,000. With Solvvy handling the simple inquiries, Invaluable has been able to restructure its customer care team, bringing it back in-house and reducing the headcount by half— while also supporting the company’s overall growth. Solvvy has also helped Invaluable identify gaps in their knowledge base content and continually improve it. And thanks to a new partnership with a company that offers online appraisals, it will soon be able to answer those questions, too—one of the most viewed topics. For customers who can’t find what they’re looking for, Solvvy submits a support ticket that includes information about their query, which helps agents address it more easily.
Invaluable recently launched a new brand called Auction Zip, which has a global user base in the millions and did not have a Help Center in place at all. “On the bidder side, we were able to take the content from the Invaluable Help Center and almost copy and paste it, because we knew what bidders would ask,” says Ziebell. “But it’s been interesting to start writing help content for what we think will be the most frequently asked questions from auctioneers.” As they continue to build that out, Solvvy helps streamline support for auctioneers by asking for an ID number in the ticket submission workflow that helps the support team look up their account for quicker resolution.
Looking ahead, Invaluable plans to continue to build out the Help Center content on both Invaluable and Auction Zip, for both bidders and sellers. “We’re excited to see how that grows this year,” says Ziebell, “and as Solvvy continues to release new features we’re excited to try them, too. We’re looking forward to the upcoming image and GIF support Solvvy will be offering when it serves up solutions.” Wherever Invaluable looks to increase and improve self-service across their online art marketplace platform, Solvvy will be ready to help people get the information they need.