Case Study: The Goulet Pen Company boosts customer satisfaction with Hippo Video

How Goulet Pens Increased Customer Satisfaction with Hippo Video

The Goulet Pen Company, an online fountain pen retailer known for personalized service and education, was struggling with traditional email-based support. Because fountain pens have multiple parts and assembly can be confusing, customers often had trouble understanding written instructions, and the support team was facing low one-touch resolution rates and multiple follow-ups.

To solve this, The Goulet Pen Company adopted Hippo Video so its customer care team could quickly create and send explainer videos directly from support tickets. With Hippo Video, they made troubleshooting easier, improved customer engagement with visual answers and personal intro videos, and saw immediate positive feedback from customers; on the very first support video, a customer praised the faster, clearer service and the company reported being thrilled by the potential impact of Hippo Video.

The Goulet Pen Company

Brian Goulet

Chief Executive Officer