Case Study: Backpack maker Tom Bihn streamlines customer support and boosts team efficiency with HelpSpot

How they use HelpSpot to support their ecommerce business

TOM BIHN, a small Seattle-based maker of backpacks, laptop and travel bags that sells direct through its website, operates with a lean team where everyone wears multiple hats and handles roughly 60–70 customer requests a day. Relying on email for support led to lots of forwarding, CCs and miscommunication, making coordination difficult and allowing requests to fall through the cracks.

After adopting HelpSpot, TOM BIHN used flexible ticket assignment, categorization, and visibility features to route issues to the best-equipped team member and monitor departmental workloads. The result was faster responses, fewer missed requests, reduced coordination overhead, and a more cohesive, effective support team.

Tom Bihn