CASE STUDY
How Help Scout Sees Conversion Rates of 48% with Import2
Help Scout, a leading customer communication platform, faced a challenge in supporting seamless data migration for its customers. With the ability to programmatically support data imports from only two ticketing providers, many potential customers found it difficult to migrate their legacy data, leading to friction in switching from other platforms. By partnering with Import2, Help Scout transformed its data migration process, resulting in increased customer satisfaction and higher conversion rates.
The Solution
Help Scout partnered with Import2 to provide an automated, user-friendly data migration solution to their new users. Import2’s software is designed to handle data migrations quickly and efficiently, eliminating the need for manual imports and reducing the risk of data migration errors. This partnership enabled Help Scout to support over 25 different platforms, greatly expanding their service capabilities.
The Challenge
Help Scout's data migration capabilities were limited to Zendesk and UserVoice, which made it more difficult to onboard customers transitioning from other platforms like Gmail and Groove. The manual and developer-intensive migration process deterred potential customers, as it required significant effort and technical expertise. This limitation not only impacted customer acquisition but also put a strain on Help Scout's engineering resources.
The Results
The partnership with Import2 has yielded significant benefits for Help Scout and its customers:
Expanded Platform Support: Help Scout went from supporting only two platforms to over 25, including Help Scout-to-Help Scout migrations, allowing for seamless transitions within their own ecosystem.
Increased Customer Migrations: The number of customers migrating their legacy data to Help Scout increased 2.3x between the 12-month period before adopting Import2, and the 12-month period after.
Operational Efficiency: By leveraging Import2’s automated solution, Help Scout reduced the need for ongoing engineering support and maintenance of their import solutions. This allowed their team to focus on essential development tasks.
Enhanced Trial Experience: Import2’s integration allowed potential customers to experience Help Scout with the customer’s actual data during their trials, rather than placeholder information. This realistic trial experience made it apparent that Help Scout was the ideal solution the customer was looking for and their legacy data will migrate without any concerns.
Customer Satisfaction: The ability to quickly and easily migrate historical data made Help Scout a more attractive option for potential customers, reducing barriers to adoption and increasing overall satisfaction.
Expanded Platform Support: Help Scout went from supporting only two platforms to over 25, including Help Scout-to-Help Scout migrations, allowing for seamless transitions within their own ecosystem.
Increased Customer Migrations: The number of customers migrating their legacy data to Help Scout increased 2.3x between the 12-month period before adopting Import2, and the 12-month period after.
Operational Efficiency: By leveraging Import2’s automated solution, Help Scout reduced the need for ongoing engineering support and maintenance of their import solutions. This allowed their team to focus on essential development tasks.
Enhanced Trial Experience: Import2’s integration allowed potential customers to experience Help Scout with the customer’s actual data during their trials, rather than placeholder information. This realistic trial experience made it apparent that Help Scout was the ideal solution the customer was looking for and their legacy data will migrate without any concerns.
Customer Satisfaction: The ability to quickly and easily migrate historical data made Help Scout a more attractive option for potential customers, reducing barriers to adoption and increasing overall satisfaction.
“Import2 provides easy one-click migration services from one platform to another. It has alleviated the pressure on our engineering team and has made it much easier for our customers to transition to Help Scout.”
K'Shelle Waller
Help Scout Product Support Analyst
The partnership between Help Scout and Import2 has proven to be a strategic advantage, enabling Help Scout to offer a seamless data migration experience that improves customer onboarding. By integrating Import2’s automated migration software, Help Scout not only increased its operational efficiency but also significantly boosted its conversion rates, demonstrating the value of this collaboration.
About Import2
Import2 is an automated, user-friendly data migration software that imports data 10 times faster than traditional methods at a 1/10th of the cost, with unmatched accuracy and security from over 12 years of experience and 60,000 migrations.