Goulet Pens is an online fountain pen store which provides personal online shopping experience through innovative products, exemplary service, and comprehensive education.

Prior to using Hippo Video, the customer care team at Goulet Pens was using traditional ticketing system to respond to the customer enquiries.

Here are the key support challenges faced by Goulet Pens:

• Since a pen has many spare parts, customers found it challenging to understand the support given through emails. Customers were not able to visualize how to correctly assemble the pens as stated in support.

• One Touch Resolution rate was low, due to multiple responses or missing out on responses to enquiries.

These challenges made Goulet Pens find an effective support solution to address these support challenges.

Immediate resolution of customer issues was the top most priority for customer care team at Goulet Pens. With this intent, Drew - Customer Care Manager at Goulet Pens started to research on the potential solution that could address his company’s pain points and realized that use of videos could easily solve customer issues.
Drew chose Hippo Video as it allowed him to create quick videos and share them with his customers instantly. With videos in support, Drew was able to resolve customer queries easily.

Hippo Video has played pivotal role in transforming the customer support process at Goulet Pens.

What Brian Goulet, CEO of The Goulet Pen Company had to say after using Hippo Video,

“I’m absolutely thrilled at the potential that Hippo Video has for us. Hippo Video is helping us serve our customers better, in return our customers are seeing the value. Great work! “

• Troubleshooting issues became easier. Hippo Video allowed Goulet Pens customer care team to record a explainer video directly from the support form while responding to a ticket. In turn, Goulet Pens customers were able to visualize how the problem has to be resolved instantly.

• User engagement was simplified by sending videos to communicate a technical explanation than text-based explanations.

• Customer care representatives at Goulet Pens added 30-sec self-introduction videos in the signature of their emails to connect with their customers. This personal face-to-face connection brought in highest customer engagement and trust.

Goulet Pens customer care team recorded their first support video and sent out to one of their customers. He was so impressed that he sent the following email to Brian Goulet, Goulet Pens CEO.

"Brian. Wanted to express my appreciation for the excellent customer service I just received from Anna. I recently received my Karas Kustom, and could not figure out how to connect the nib section to the barrel with a cartridge attached. We were unable to communicate on exactly the problem. Anna made a video on how to attach the nib and ink. I immediately saw the problem, which was I didn’t have the grip section. She then created an order for the missing piece. Service doesn’t get any more responsive than that. This is an outstanding example of why I am such a fan of your company."

Following this appreciation, Brian Goulet wrote to us saying “So, if this is the response after OUR VERY FIRST VIDEO, I am absolutely thrilled at the potential that your app has for us. We're all very excited to utilize it more and more over the holiday season and I hope that this email serves to motivate you and your team. Thank you for everything.”

At Hippo Video, we are happy that we are helping Goulet Pens serve their customers better and in turn, their customer are seeing the real value.