Basecamp

The Challenge

Released in 2004, Basecamp went from 45 to 2,581,030 accounts in 2017. Their Customer Success team has been facing a challenge with increased customer requests/questions coming their way while staying efficient as a fully remote team.

Their answer to these challenges is airtight communication thanks to a combination of Basecamp for team coordination and Help Scout for customer conversations. To bring this well-oiled machine to the next level, they added visuals powered by Zight (annotated screenshots, screen recordings, and GIFs) as part of their daily communication.

“Best. App. Ever. You’ve made supporting customers and training newer members of the team remotely so easy and simple. Thank you!”

– Janice Burch | Customer Support

The Zight Solution

In Basecamp, internal information is constantly exchanged, and the team uses Zight to communicate with clarity using visual context.

One of the team’s big wins has been using Zight for training. Before Zight, a teammate’s question would be answered with either oversimplified or overwhelming notes. There was usually a lot of back and forth to clarify and, sometimes, the need to schedule a call to dissipate any persistent confusion.

Now, the Customer Support team can explain something in great detail by complementing their notes with short videos, making it a lot easier to digest. These videos include specific example cases in action and can be rewatched whenever needed. That’s invaluable in training when new hires absorb so much information simultaneously.

“When a process involves multiple steps or concepts new to the other party, it’s usually better understood and less intimidating when illustrated with a video or GIF. Zight allows us to add those elements to what we share in a fuss-free way,” says Janice Burch, Customer Support at Basecamp.

The Results

Using visual elements to communicate internally or with customers, Basecamp increased clarity and avoided unnecessary frustration using Zight. 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 problems.

“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 Zight is that it helps push us closer to what we value as a team: simplicity, clarity, and empowering each other by sharing our knowledge”, adds Janice.

Sharing knowledge internally easily makes the entire team more efficient and successful.