Help Scout makes it effortlessly easy to reference these metrics whenever we need them,” explained Perog. “The internal benchmarks of success we like to maintain are keeping our happiness score above 90 and our response time to under an hour. Using reports, Brain.fm identified happiness score, first response time, and response to resolution as its most important service metrics - in other words, speed and satisfaction. Help Scout solved this pain point: With 10 users and more than 45,000 customer conversations, Brain.fm has used Help Scout to easily visualize their customer success metrics and set data-backed expectations with reports.

What was lacking with these tools, however, was a bird’s-eye view of the performance of their customer service. Happiness report: Discover promoters and happy customers to source social proof.īefore Help Scout, Brain.fm used Drift and Mailgun for their live chat and shared inbox support. Reports: Visualize and benchmark customer support performance and identify areas for improvement. Workflows: Create events from tags, customer properties, or email content to properly route conversations. Tags: Automatically or manually categorize conversations for easy filtering and product issue triage. We’re absolutely obsessed with customer success.” Brain.fm’s favorite Help Scout features “Our number one core value is user first. 'We’re here to celebrate with our customers when they get a win from using the product and also here when there are questions or concerns.'īrain.fm’s switch to Help Scout in 2018 has helped actualize Brain.fm’s user-first mindset with easy reporting on customer support metrics, tracking and cataloging of common issues, and generating great social proof from positive support experiences. “Every time we get a support request, we tackle it with a combination of tenacity and compassion,' explained Perog. “What keeps our customers coming back is the consistency and dependability of the results they get when listening to our music.”įor Perog, this goal of delivering the consistent daily performance of Brain.fm’s product has resulted in an emphasis on excellent customer success interactions. “What our customers love most about the product is the ease in which they’re able to tap into their desired mental state,” said Chandler Perog, Brain.fm’s Chief Operating Officer.

With over 2 million downloads and 100k monthly users (including me as I’m writing this article), power users report an increase of focus by up to 200%, and they’ve been featured in major tech and lifestyle publications like Inc., Forbes, and Lifehacker. It’s safe to say Brain.fm is taking the productivity technology space by storm. The team combined experienced musicians and patented technology to create music that synchronizes the brain’s neural activity, helping users achieve their desired state of mind on demand. But what does this actually mean? For Brain.fm, this means achieving as much visibility into and consistency of customer success as possible.īrain.fm was founded in 2003 by Adam Hewett with the goal of helping people focus, relax, and sleep by way of neuroscience-backed functional music. When you provide a tool that your customers rely on to achieve their daily goals, a common guiding value is a user-first mentality.

Thebrain zendesk