How HopSkip reduced time-to-resolution by 30% with Fullview

"When we founded HopSkip, it was right before Covid and our industry went through hell basically for a couple of years. This was all while we were building the product, automating the RFP process and trying to improve adoption. It was a challenging time, but we believe very strongly in what we're doing at HopSkip and just how badly the entire RFP process needs an overhaul."

The RFP (request for proposal) process is where buyers — typically event planners in charge of planning conferences or team off-sites — submit proposals to hotels that outline how much meeting space they require, the length of the event, and the expected number of attendees. It's an incredibly common and important process, but it’s often made cumbersome by the fact that everything is handled manually.

"Sourcing hotel rooms and meeting space is a very complex process. Historically, it has been done through email, spreadsheets, word documents, and things like that. We wanted to change that."

Given that HopSkip has been using Fullview for a few months now, we wanted to sit down with Greg and talk about his experience with our product.

Have key support metrics improved and would he recommend Fullview? 

"When we founded HopSkip, it was right before Covid and our industry went through hell basically for a couple of years. This was all while we were building the product, automating the RFP process and trying to improve adoption. It was a challenging time, but we believe very strongly in what we're doing at HopSkip and just how badly the entire RFP process needs an overhaul."

The RFP (request for proposal) process is where buyers — typically event planners in charge of planning conferences or team off-sites — submit proposals to hotels that outline how much meeting space they require, the length of the event, and the expected number of attendees. It's an incredibly common and important process, but it’s often made cumbersome by the fact that everything is handled manually.

"Sourcing hotel rooms and meeting space is a very complex process. Historically, it has been done through email, spreadsheets, word documents, and things like that. We wanted to change that."

Given that HopSkip has been using Fullview for a few months now, we wanted to sit down with Greg and talk about his experience with our product.

Have key support metrics improved and would he recommend Fullview? 

Reducing time-to-resolution by 30% with Fullview

By integrating Fullview into their support workflow, HopSkip overcame significant hurdles in understanding and addressing user issues.

Greg highlights the importance of Fullview's features, stating, "It's really having the customer stop what they’re in the middle of to give us the information that causes frustration. It can be pretty cumbersome for them. And it's just the last thing that they're looking to do. So the replays — beyond being able to see what they're doing — it's also a lot closer to what actually happened than what the customer might tell you. We use replays even beyond the support workflow we have. We often go back to watch them again and spot places where we can improve the flow of the product as well."

The impact of Fullview on HopSkip's support operations has been substantial, with Greg noting, "We definitely have seen Intercom threads be answered and resolved a lot quicker — probably around 25 to 30 percent improvement on that." Fullview's seamless integration with Intercom, coupled with its synchronous and asynchronous support capabilities, has enabled HopSkip to reduce time-to-resolution and enhance customer satisfaction.

We use replays even beyond the support workflow we have. We often go back to watch them again and spot places where we can improve the flow of the product as well. We definitely have seen Intercom threads be answered and resolved a lot quicker.

A strong recommendation: Fullview's value and future outlook‍

Greg wholeheartedly recommends Fullview to other companies, citing its role in driving support efficiency and improving customer experience. He shares, "Yeah, of course, and I have!...I tell them what we're doing with Fullview and to just go check it out." As HopSkip continues its journey of innovation and growth, Fullview remains a trusted partner in their pursuit of support excellence and customer-centricity.