“We needed an off-the-shelf solution to help us handle the low-hanging customer issues, but we wanted answers delivered in a customer-friendly way. Solvvy helped us do both.”
Customer Experience Operations Manager
“One of the things that’s been really illuminating for us after a year with Solvvy is the gap between success on the team side versus the sports org side. That’s created an interesting internal dialogue about how far we can take self-service for the more complex organizations with very different expectations, and created some great discussions around our product and where we want to take it. One thing I know for sure – wherever TeamSnap goes next, Solvvy will be right there with us.”
Vice President of Customer Experience
After implementing Solvvy in March of 2018, TeamSnap was able to handle both growth and the fall 2018 seasonal upswing without increasing their headcount or hurting their CSAT. In fact, their actual support ticket growth was just 50% of what they had projected, thanks to customers embracing Solvvy’s self-service offerings. The company has achieved a 55% self-service rate on the team side, which has improved the experience for both users and agents. While handle time has increased slightly, agent satisfaction is up because they’re handling more challenging customer issues and feeling the impact of their efforts. The partnership with Solvvy has also allowed TeamSnap to experiment with new ways of engaging the customer experience team including adding a Subject Matter Expert program, which allows agents to use each other as a resource when they get stuck, and a Knowledge-Centered Service program that allows agents to create or update content based on the tickets they’re handling for continual improvement.
TeamSnap has also been revamping their Help Center with the help of Solvvy, which helps them identify content gaps and areas for improvement, leading to higher resolution rates. And perhaps most significantly, the company removed their support email on the team side. According to Teten, “That was a big risk for us in terms of CSAT, but we tried to mitigate that risk by proactively putting out communications explaining the change. Thanks to Solvvy, we were able to make that leap without impacting our CSAT—that was a big win.”
Looking ahead, TeamSnap plans to implement more personalization, with Solvvy narrowing down what users see when they search based on where they are in the app and what their role is. The company is also focusing on enabling organizational users to self-serve efficiently. In addition to building out the Help Center, they’re working on training Solvvy to learn the different names used in various sports and locations, sometimes for the same things.