By using visual elements to communicate internally or with customers, Basecamp increased clarity and avoided unnecessary frustration. They also saved a lot of time by building an efficient training process. By speeding up the onboarding process with video and GIFs, they can now trust fully trained teammates to help with the ever increasing customer requests.
Customers also benefit from the entire Customer Support team being on the same page and giving the best educated answer to their problem. ‘We learn new information all the time and then share those lessons, so we’re always either a student or teacher. The great thing about CloudApp is that it helps push us that much closer to what we value as a team: simplicity, clarity, and empowering each other by sharing our knowledge.’ adds Janice. Being able to easily share knowledge internally makes the entire team more efficient and successful.