“We have two types of users,” says Don Currie, Manager of Support and CS Operations at Influitive. “We have the end user as well as the admin user, and they see two very different products.”
“Given that, I needed two knowledge bases and two Beacons. Beacon was what sold me on Help Scout. The biggest pain for our customers was finding information for themselves. In the previous software we used, the search functionality was terrible.”
“The thing I like about Beacon is that it loads up the article within the app so that they don’t have to leave the page. Beacon will also tell us what they searched for, so it gives us a little bit more context on the conversation as well.”
