Inspector takes 1.5 minutes less time to give you customer context

Today we launched Inspector, a quick way for you to find out more about who is on the other end of your support tickets. Inspector is designed to save you time, so I decided to take up the challenge and see how much faster it would work for me.

First, I loaded up our CEO (Richard White) in Inspector. Next, I directly visited Linkedin, Twitter, our SugarCRM account, and UserVoice to search for and gather information on him. Here’s what the breakdown looked like:

Get it Now!

Inspector-Graphic2

Inspector took about 5 seconds on my home DSL connection (your results may vary). Manually finding this information without Inspector took a whole 1 minute, 28 seconds.

A single member of our (awesome) customer service team responds to about 95 tickets a week. If they were to look up this information for each ticket, that would be about 14 work-days (9-5, though we tend to work longer) a year. Fourteen whole days wasted spent looking up information that’s immediately accessible with Inspector. Most customer service agents aren’t even going to bother with a time-suck this big.

In addition, I learned info I wouldn’t have from a quick search…such as the fact that Rich has a Github account, suggesting he’s at least somewhat technical and I don’t need to worry about using technical terms.

Conclusion? The Inspector is welcome in my ticket queue any day.

Get our best stuff delivered directly to your inbox.

No thanks

Want to build swoon-worthy products?

At UserVoice, we help you turn customer feedback into a better product. We aggregate incoming product ideas and measure the business value of each idea so you can prioritize what to build next. Uncover your next big feature today!

Start Free Trial