The collaboration between Stitcher and Helpshift yielded remarkable results, reducing the time to respond to tickets by 70%. The implementation of Helpshift not only halved the number of issues being reported but also significantly reduced the time spent by staff responding to tickets. Prior to Helpshift, approximately 25 hours a month were dedicated to responding to tickets, which was reduced to as low as 8.5 hours. This efficiency gain allowed the support team to allocate more time to other critical tasks, enhancing overall productivity. Additionally, the focus on mobile and in-app support proved particularly beneficial for Stitcher, given that over 90% of their listening occurs on mobile devices. Helpshift’s solution not only met Stitcher’s immediate needs but also aligned with their mobile-first approach, demonstrating the value of selecting a solution that understands and caters to the specific needs of the business.
In conclusion, the partnership between Stitcher and Helpshift exemplifies the transformative impact of integrating the right customer support technology. By addressing the core challenges faced by Stitcher’s support team, Helpshift enabled a more efficient, responsive, and user-friendly support experience, setting a new standard for customer service in the digital age.
