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How to Pivot Support Costs Into Revenue

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BRIDJ-Overview

Overview

Bridj, a booking and fleet management platform that helps you deliver better travel experiences for your passengers. They embarked on a transformative journey to redefine customer support and leverage it as a pivotal growth catalyst. With an innovative vision led by Melinda Rosenberg, the Customer Service Manager at Bridj, the organization sought to navigate the challenges of rapid growth, customer engagement, and cost management effectively. This case study delves into Bridj’s strategic collaboration with Helpshift, highlighting the dynamic shift from traditional support mechanisms to a streamlined, revenue-generating customer service model.

The Challenge

In its inception phase starting June 2014, Bridj faced significant scalability challenges with its customer support infrastructure. Initially relying on a web-based pass purchase system complemented by brand ambassadors at physical checkpoints, Bridj quickly identified this approach as unsustainable for long-term growth. The primary pain points included the lack of a scalable customer support model, excessive reliance on part-time brand ambassadors leading to inflated employment costs, and the inefficiency of their existing Zendesk knowledge base and email routing system in providing real-time solutions to customer inquiries. These challenges underscored the critical need for a more integrated, scalable, and cost-effective customer support solution.
BRIDJ-Challenges

The Solution

Bridj’s pivot to Helpshift marked a strategic move towards in-app messaging and automation to address their burgeoning customer support needs. Helpshift’s platform offered a seamless transition to an ecosystem where operational queries could be managed effectively within the app, fostering rapid communication. This shift enabled Bridj to leverage custom metadata for better customer service and allowed for a more scalable model where a single agent could manage multiple conversations simultaneously. The integration of Helpshift’s knowledge base further empowered customers to self-serve, significantly reducing the reliance on direct support and allowing for easy updates and customization of support content.

The Results

The adoption of Helpshift catalyzed notable improvements in Bridj’s customer support domain. Firstly, it facilitated a substantial reduction in employment costs by minimizing the need for physical brand ambassadors. Secondly, Bridj witnessed a marked increase in customer engagement, with the platform fostering stronger relationships through efficient and personalized communication. The ability to manage higher volumes of customer interactions without compromising on service quality was a significant achievement. Moreover, the enhanced self-service capabilities and the streamlined in-app support led to a more intuitive user experience, encouraging more constructive feedback and suggestions from customers. The transformation not only addressed the initial challenges faced by Bridj but also positioned customer support as a strategic asset driving customer satisfaction and operational efficiency.

In conclusion, Bridj’s strategic implementation of Helpshift’s solutions exemplifies the transformative potential of leveraging advanced customer support technologies to pivot support costs into revenue, fostering scalable growth and enhanced customer relationships.

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