Case Study: Automatic Labs improves customer support and engagement with Get Satisfaction

Automatic Labs evolves support from transactions to relationships with an online community

Automatic Labs, a company that helps drivers become smarter, safer, and more fuel-efficient with its Automatic Link device, needed a support approach that could handle a fast-growing customer base for a product combining hardware, software, cars, and smartphones. To address setup questions, ongoing usage help, and the need to showcase peer-to-peer support to prospects, Automatic Labs turned to Get Satisfaction for an online community platform integrated into its broader support experience.

Get Satisfaction helped Automatic Labs build a mobile-friendly customer community connected with Zendesk, allowing support teams to convert community discussions into tickets and create a more unified view of each customer. The results included better-educated users, higher prospect conversion, a differentiated support experience, and fewer support tickets: after peaking at more than 3,000 monthly requests, ticket volume stayed around 2,000 despite a six-fold customer base increase. The community also generated feature ideas, including a speed-warning customization now implemented, and grew to 6,000+ members, 10,000+ monthly visitors, and 40,000+ page views in one month.

Automatic Labs

Amy Muller

Director of Community & Customer Success