Case Study: SE Ranking increased customer support productivity by 40% with HelpCrunch
Key results
The challenge
SE Ranking, an all-in-one SEO platform serving over 200,000 customers, runs a support team that helps around 1,000 unique customers and closes roughly 1,500 chats each month. The company had used Intercom but faced a choice between continuing with a stack of disconnected tools or moving to a similar but more cost-efficient platform.
The solution
SE Ranking switched to HelpCrunch, which combines live chat, tickets, in-app messages, triggered auto-messages, and email automation in a single platform. According to the case study, this provided the functionality the team had used in Intercom at a price almost five times lower.
“In my opinion, 40% of our customer support success is built upon the extended functionality of the HelpCrunch toolkit.”
VKValery KurilovCEO, SE Ranking
The results, in context
SE Ranking reported a 40% increase in customer support productivity and a 36% rise in captured leads. The number of customers subscribing within two days of their first chat rose 30%, while the unsubscribe rate fell 25%. The company also reported saving over $65K annually after the switch.