HeyMarket Texting Platform
Revolutionizing Customer Support for a Medical Device Company
Spearheaded the implementation of real-time texting as a customer service channel for a medical device company, Vaporox, leveraging the Heymarket platform. This innovation transformed doctor engagement by providing instant and effective communication, bridging the gap between technical support and issue resolution. The new system dramatically enhanced responsiveness, enabling faster problem-solving and ensuring clinics and doctors’ offices received the support they needed, exactly when they needed it. This strategic shift elevated the company’s customer service experience, fostering stronger relationships with healthcare professionals.
My role was to establish texting as a customer service channel, I created the workflow for how customers would initiate support requests. This included identifying Heymarket as the ideal platform and assisting with its setup and integration with the company’s customer service number, ensuring seamless and efficient communication.
Key Challenges and Solutions
Challenge
Anticipating future customer needs for a device launching months after texting implementation.
Solution
Consolidating potential support requests with the engineering team to align with upcoming product features.
Challenge
Ensuring the workflow could adapt to evolving inquiries without disrupting service.
Solution
Working with sales, support, and engineering to delve into the top 6 foreseen support requests.
Results
Implemented a point of contact support line
to increase response time to support requests. This allocated time for sales and executive leadership to focus on initiatives outside of device support.
Enabled a support line for 3 types of inquiries,
based on the specific inquiry, requests branch into automation within HubSpot that triggers an SMS response to the lead.
Technologies and Tools
Heymarket
Lucidchart
Excel
Classic whiteboard and Expo marker ;)
“During her time with Vaporox, Ashley made a significant impact by establishing our first dedicated customer support system through HeyMarket.
Her work:
Streamlined support communications, allowing our sales and executive teams to focus on critical startup initiatives.
Eased employee workload by driving all customer inquiries to a support specialist within our integrated software systems, providing invaluable automation.
Enhanced provider office communication with a user-friendly solution outside of traditional email, delivering real-time support to our customers.
Her contributions have been invaluable in improving our operational efficiency and customer satisfaction.
Ashley brought tremendous value to Vaporox by optimizing our use of HubSpot. Her efforts included:
Crafting communication workflows tailored to three distinct buyer personas, ensuring timely and effective customer engagement.
Expanding CRM functionality by integrating email automation, elevating our use of HubSpot beyond essential contact and lead management.
Streamlining provider and office onboarding with immediate, automated communication.
Her innovative approach to customer relationship management has dramatically improved our efficiency and customer experience.”
