PageLines makes the jump to Intercom for amazing customer support
Customer support and service is critical at PageLines. Although our award-winning Drag & Drop software DMS, makes building stunning websites on WordPress easier, it also requires a different way of thinking about web design. This means we need to be there for you, our customers, when you need us most.
With a truly global team distributed from San Francisco to Romania we also need to be fast and efficient, getting the most done in as few steps as possible. Everyone at PageLines is responsible for customer support and happiness, which means anyone of us needs to be able to step up at any time to help. To achieve this we all need to be on the same page with access to the same information in one place.
Previously we’ve used multiple platforms for our newsletters, customer support and service to communicate and keep you updated. From Mailchimp and User Voice to Slack and our Forums, each of these has served a specific purpose and done it very well, but it has also meant fragmentation. There was no one central place the PageLines team could go to resolve an issue. This has sometimes led to confusion and delays in response times.
That’s why over the past month we’ve been gradually making the switch to Intercom. Intercom is quickly becoming the unified customer communication platform to rule them all, rolling up email, notifications, customer service and training into one place. We’ve been amazed by not only the incredible product, but also the team behind it. They really ‘get’ customer service and it shows. Their response times are fast and they go above and beyond to make sure their customers are happy.
We’re really excited about the broad potential of Intercom for making your experience with PageLines better, from welcoming and training new customers, to being there for our pro users when they are in the middle of a complex problem. Now when you get to a certain part of PageLines you haven’t been to before, or we launch a new feature, we can be there in real-time responding to your questions. We can trigger on-site notifications with links to helpful information, or you can just type your questions in the reply section and we’ll get straight back to you.
Integrating Intercom is just one of the many enhancements we’re bringing to your PageLines experience over the coming months as we work harder to make your life easier. So look out for the notifications and if you have any questions you can always email us via hello(at)pagelines(dot)com (this also goes to Intercom), tweet us or post on our Facebook Wall.
We can’t wait to see what you build with PageLines!