Case Study: Help.com increases customer trust and streamlines feedback management with Aha!

How we increased trust with clients by using Aha!

Help.com, an Austin-based live chat and help desk software company, needed a better way to capture and act on customer feedback. Using a private Trello board left customers without visibility into which ideas would be considered or implemented, making it difficult to collect, prioritize, and communicate about feature requests.

Help.com implemented an Aha! ideas portal — a branded, public space where customers can submit, vote on, and track ideas. Centralized intake, tagging, and promotion to the roadmap made prioritization data-driven, automatic email updates kept customers informed, and the new openness boosted trust while aligning the product roadmap more closely with customer needs.

Help.com

Daniella Conrique

Customer Success Manager