High-fiving our customers

We help more and more organizations to get a grip on their customer communication. Check out their stories here

{
  "title": "Gamecardsdirect has all emails, socials and chats in a single clear overview",
  "slug": "/cases/gamecardsdirect/",
  "createdAt": "2022-06-27T23:19:27.954Z",
  "updatedAt": "2022-07-05T10:31:46.623Z",
  "publishedAt": "2022-06-27T23:19:29.214Z",
  "content": "### The backstory\n## To offer fast and friendly service through any channel\n\nGamecardsdirect started 10 years ago as a small buyer and seller of game cards, growing into an online retailer active in 4 countries and a team of 6. And it now offers more than just game cards. \"I am always actively looking for new ways to further develop my business,\" says founder and CEO Sven Hanssen. \"We now also sell vouchers for music, movies, prepaid credits and cryptocurrency.\"\n\nGood customer service plays a big role at Gamecardsdirect. Kindness comes first. \"If you call us, or send us a message through email, social media or live chat,\" says Berend van Leunen (customer service & IT), \"you should get the feeling that you're talking to a friend, who will help you with that voucher for your brother.\" \n\nA complicating factor is that Gamecardsdirect has very different types of customers, which requires a lot of empathy from the team. \"From gamblers to grandmothers, they all buy a voucher at some point,” says Berend. “And they all have their own favourite channel of communication. Elderly people mainly call us, whilst younger customers send emails. Young people in particular can be impatient: if we don't respond quickly enough through the traditional channels, they get in touch through socials or live chat. The gamers and gamblers that shop with us are also very used to quick responses. They want to wait as short as possible for an order or an answer to their question.\"\n\n![Quote1-Gamecardsdirect-EN.svg](https://strapi-prod.ams3.digitaloceanspaces.com/46bf5cae0959252fa6f7cf7c117cf8f8.svg)\n\n### The challenge\n## Flexible customer service software for a growing company\n \nHow can a company offer fast and good service, with multiple employees, in four countries and counting? It was swimming against the rising tide of messages. Apart from kindness, customer service at Gamecardsdirect is also very much about speed. With an ambitious vision - to offer everyone any kind of prepaid voucher in a simple way - mistakes have to be solved fast and questions demand a quick answer. The team doesn't work 24/7, but customers always receive a personal response within 24 hours (and often within the hour) - in Dutch, English, German or French. \n\nPretty impossible without an overview. After four years of juggling too many balls in the air, Sven started looking for a platform that would give him back the overview. \"We also wanted a chat function and some social media. And we had to be able to easily add new users to the platform, because I had - and still have - big growth plans.\"\n\n\n### The process\n## Smooth contact with Grasp\n\nFrom a Google search in 2016, Grasp (then Casengo) emerged as a good candidate to regain the overview. The price was the deciding factor to start a trial. Sven remembers the trial well: \"During that period, the Grasp team was remarkably helpful. They think along and are just as committed to achieving the best results as we are. But we didn't need much help, really. In 2018, we also linked Facebook Messenger and Instagram to the inbox, and that went smoothly.\" \n\n### The result\n## Extra channel or new country? No problem!\n \nGamecardsdirect receives 4.6 stars on Trustpilot. Alongside the company’s fast delivery, the reviewers often mention the speed of its customer service. \"Grasp makes sure that the flow of incoming messages is easily managed,” says Sven. “It's our service team’s beating heart; everything comes together in a logical, well-organised way.\"\n\n![Quote2-Gamecardsdirect-EN.svg](https://strapi-prod.ams3.digitaloceanspaces.com/8f1e9b266949680ac8e5ce697ad99a92.svg)\n\nGamecardsdirect has almost 3,000 conversations every month. Messages that arrive on weekends or at night are waiting for the first employee to start the computer the next working day. \"He or she tidies up the inbox, working from the least to the most recent message,\" says Berend. \"First, (s)he removes the spam and then moves on to the real questions: answering, resolving, tagging or forwarding.\" Of all customer queries, 15% are chat messages, 10% are Facebook messages and the rest are emails.\nBerend and his colleagues enjoy working in the Grasp inbox. \"We can get to work quickly and handle questions at lightning speed; it just works well. At first, you have to learn how to sort and annotate messages, but after that, it’s all very simple.\" Many questions are about the same subject (wrong voucher ordered, code not received, problems with redeeming), so the predefined messages are eagerly used.\nSoon, the company will also be active in Austria, but Sven is not at all worried about his customer service team getting busier. \"With Grasp, we keep an overview, no matter how many customer queries we receive.”\n",
  "header_text": "# All emails, socials and chats in a single clear overview\n\n",
  "branche": "E-commerce",
  "challenge": "Offer multichannel support ",
  "team_size": "5-10",
  "theme_color": "#EEEDFD",
  "locale": "en",
  "tags": {
    "data": [
      {
        "id": 1,
        "attributes": {
          "title": "Growth",
          "createdAt": "2022-05-31T13:20:52.629Z",
          "updatedAt": "2022-06-28T09:35:36.038Z",
          "publishedAt": "2022-05-31T13:20:53.495Z",
          "locale": "en"
        }
      }
    ]
  }
}
{
  "title": "Saudia Airlines uses WhatsApp as the ideal channel to increase customer comfort",
  "slug": "/cases/saudia-airlines/",
  "createdAt": "2022-06-17T12:49:38.838Z",
  "updatedAt": "2022-06-30T18:23:56.989Z",
  "publishedAt": "2022-06-17T12:49:40.521Z",
  "content": "### The story\n## Constantly on the lookout to increase customer comfort\n\nLike many luxury airlines, Saudi Arabian Airlines (SAUDIA) is constantly on the lookout for ways to increase customer comfort. Not only in the air, but also in terms of how easily customers can reach out before and after they flew with SAUDIA. And these days, it’s pretty much all about mobile convenience. With 9 in 10 citizens owning a smartphone, the influence of social media is vast in this Middle Eastern country. \n \nSAUDIA’s customer service manager Mansour believes the future to be bright. ‘Did you know that by 2025, our country will have over 36 million smartphone users? That’s a mobile internet user penetration of 97,1%! And its number one social media app will still be WhatsApp.’\n\n### The challenge\n## Reaching out about seat preferences as easily as texting with friends\n\nBack in 2018, when WhatsApp started gaining popularity in the country, Saudi’s national flag carrier immediately saw the potential of this low-key communication channel. The airline had a strong drive to be amongst the first Saudi businesses to offer WhatsApp as a customer service channel. Easier said than done. How can a company use WhatsApp to provide free, fast, good customer advice around the clock - without its service team losing control and going crazy?\n\n### The process\n## A serious extension of SAUDIA’s Guest Care Center\n\nThe search was on for an expert with smart software and outstanding service. ‘When we explained our fears and wishes to the Grasp team, we felt right away that they took us seriously, would act upon our feedback and would enhance our experience with WhatsApp. So we went for it with full throttle, connecting four different WhatsApp numbers and a couple of email accounts.’\n\nThe first thing that stood out as soon as SAUDIA’s Guest Care Center started using Grasp was the overview: it was stronger and clearer than ever. Even though SAUDIA now offered an extra channel - WhatsApp - its customer service team enjoyed more satisfying working days. It took agents less time and less friction to respond to customer questions. Very quickly, the WhatsApp service grew into a serious extension of SAUDIA’s Guest Care Center. Mansour: ‘Our guests can use WhatsApp to check flights, find better seats, get help with ticket refunds, and so on.’\n \nThings improved even further when SAUDIA started using Grasp’s chatbot function – right as COVID-19 hit the world. Despite the flood of messages about cancelled flights and ever-changing safety measures, SAUDIA’s customer service team kept control over its inbox. No messages slipped through the cracks. Average response times kept decreasing. The SAUDIA chatbot was capable of efficiently and accurately responding to simple questions, giving the Guests Care team the opportunity to focus on more complex cases.\n\n![Quote1-SaudiaAirlines-EN.svg](https://strapi-prod.ams3.digitaloceanspaces.com/364ab60bedc62043944fa6a98e724ca9.svg)\n\n### The result\n## Customer service: easier and more enjoyable\n\nSAUDIA’s Guest Care team now solves about a million customer cases through WhatsApp each year, and WhatsApp turned into the preferred communication channel of most guests. ‘As for our agents, they’re especially thrilled that Grasp buys them time.’ They enjoy many smart Grasp features – from quick replies and labels to automatic distribution of incoming requests – and the team collaborates better than ever.",
  "header_text": "# WhatsApp as the ideal channel to increase customer comfort\n",
  "branche": "Aviation",
  "challenge": "Omnichannel",
  "team_size": "7",
  "theme_color": "#aff5fa",
  "locale": "en",
  "tags": {
    "data": [
      {
        "id": 5,
        "attributes": {
          "title": "WhatsApp",
          "createdAt": "2022-06-15T08:48:10.973Z",
          "updatedAt": "2022-06-23T13:11:07.499Z",
          "publishedAt": "2022-06-15T08:52:05.285Z",
          "locale": "en"
        }
      },
      {
        "id": 6,
        "attributes": {
          "title": "Customer Experience",
          "createdAt": "2022-06-15T08:48:31.425Z",
          "updatedAt": "2022-06-15T08:52:09.525Z",
          "publishedAt": "2022-06-15T08:52:09.443Z",
          "locale": "en"
        }
      }
    ]
  }
}
{
  "title": "Gamecardsdirect has all emails, socials and chats in a single clear overview",
  "slug": "/cases/gamecardsdirect/",
  "createdAt": "2022-06-27T23:19:27.954Z",
  "updatedAt": "2022-07-05T10:31:46.623Z",
  "publishedAt": "2022-06-27T23:19:29.214Z",
  "content": "### The backstory\n## To offer fast and friendly service through any channel\n\nGamecardsdirect started 10 years ago as a small buyer and seller of game cards, growing into an online retailer active in 4 countries and a team of 6. And it now offers more than just game cards. \"I am always actively looking for new ways to further develop my business,\" says founder and CEO Sven Hanssen. \"We now also sell vouchers for music, movies, prepaid credits and cryptocurrency.\"\n\nGood customer service plays a big role at Gamecardsdirect. Kindness comes first. \"If you call us, or send us a message through email, social media or live chat,\" says Berend van Leunen (customer service & IT), \"you should get the feeling that you're talking to a friend, who will help you with that voucher for your brother.\" \n\nA complicating factor is that Gamecardsdirect has very different types of customers, which requires a lot of empathy from the team. \"From gamblers to grandmothers, they all buy a voucher at some point,” says Berend. “And they all have their own favourite channel of communication. Elderly people mainly call us, whilst younger customers send emails. Young people in particular can be impatient: if we don't respond quickly enough through the traditional channels, they get in touch through socials or live chat. The gamers and gamblers that shop with us are also very used to quick responses. They want to wait as short as possible for an order or an answer to their question.\"\n\n![Quote1-Gamecardsdirect-EN.svg](https://strapi-prod.ams3.digitaloceanspaces.com/46bf5cae0959252fa6f7cf7c117cf8f8.svg)\n\n### The challenge\n## Flexible customer service software for a growing company\n \nHow can a company offer fast and good service, with multiple employees, in four countries and counting? It was swimming against the rising tide of messages. Apart from kindness, customer service at Gamecardsdirect is also very much about speed. With an ambitious vision - to offer everyone any kind of prepaid voucher in a simple way - mistakes have to be solved fast and questions demand a quick answer. The team doesn't work 24/7, but customers always receive a personal response within 24 hours (and often within the hour) - in Dutch, English, German or French. \n\nPretty impossible without an overview. After four years of juggling too many balls in the air, Sven started looking for a platform that would give him back the overview. \"We also wanted a chat function and some social media. And we had to be able to easily add new users to the platform, because I had - and still have - big growth plans.\"\n\n\n### The process\n## Smooth contact with Grasp\n\nFrom a Google search in 2016, Grasp (then Casengo) emerged as a good candidate to regain the overview. The price was the deciding factor to start a trial. Sven remembers the trial well: \"During that period, the Grasp team was remarkably helpful. They think along and are just as committed to achieving the best results as we are. But we didn't need much help, really. In 2018, we also linked Facebook Messenger and Instagram to the inbox, and that went smoothly.\" \n\n### The result\n## Extra channel or new country? No problem!\n \nGamecardsdirect receives 4.6 stars on Trustpilot. Alongside the company’s fast delivery, the reviewers often mention the speed of its customer service. \"Grasp makes sure that the flow of incoming messages is easily managed,” says Sven. “It's our service team’s beating heart; everything comes together in a logical, well-organised way.\"\n\n![Quote2-Gamecardsdirect-EN.svg](https://strapi-prod.ams3.digitaloceanspaces.com/8f1e9b266949680ac8e5ce697ad99a92.svg)\n\nGamecardsdirect has almost 3,000 conversations every month. Messages that arrive on weekends or at night are waiting for the first employee to start the computer the next working day. \"He or she tidies up the inbox, working from the least to the most recent message,\" says Berend. \"First, (s)he removes the spam and then moves on to the real questions: answering, resolving, tagging or forwarding.\" Of all customer queries, 15% are chat messages, 10% are Facebook messages and the rest are emails.\nBerend and his colleagues enjoy working in the Grasp inbox. \"We can get to work quickly and handle questions at lightning speed; it just works well. At first, you have to learn how to sort and annotate messages, but after that, it’s all very simple.\" Many questions are about the same subject (wrong voucher ordered, code not received, problems with redeeming), so the predefined messages are eagerly used.\nSoon, the company will also be active in Austria, but Sven is not at all worried about his customer service team getting busier. \"With Grasp, we keep an overview, no matter how many customer queries we receive.”\n",
  "header_text": "# All emails, socials and chats in a single clear overview\n\n",
  "branche": "E-commerce",
  "challenge": "Offer multichannel support ",
  "team_size": "5-10",
  "theme_color": "#EEEDFD",
  "locale": "en",
  "tags": {
    "data": [
      {
        "id": 1,
        "attributes": {
          "title": "Growth",
          "createdAt": "2022-05-31T13:20:52.629Z",
          "updatedAt": "2022-06-28T09:35:36.038Z",
          "publishedAt": "2022-05-31T13:20:53.495Z",
          "locale": "en"
        }
      }
    ]
  }
}
{
  "title": "Saudia Airlines uses WhatsApp as the ideal channel to increase customer comfort",
  "slug": "/cases/saudia-airlines/",
  "createdAt": "2022-06-17T12:49:38.838Z",
  "updatedAt": "2022-06-30T18:23:56.989Z",
  "publishedAt": "2022-06-17T12:49:40.521Z",
  "content": "### The story\n## Constantly on the lookout to increase customer comfort\n\nLike many luxury airlines, Saudi Arabian Airlines (SAUDIA) is constantly on the lookout for ways to increase customer comfort. Not only in the air, but also in terms of how easily customers can reach out before and after they flew with SAUDIA. And these days, it’s pretty much all about mobile convenience. With 9 in 10 citizens owning a smartphone, the influence of social media is vast in this Middle Eastern country. \n \nSAUDIA’s customer service manager Mansour believes the future to be bright. ‘Did you know that by 2025, our country will have over 36 million smartphone users? That’s a mobile internet user penetration of 97,1%! And its number one social media app will still be WhatsApp.’\n\n### The challenge\n## Reaching out about seat preferences as easily as texting with friends\n\nBack in 2018, when WhatsApp started gaining popularity in the country, Saudi’s national flag carrier immediately saw the potential of this low-key communication channel. The airline had a strong drive to be amongst the first Saudi businesses to offer WhatsApp as a customer service channel. Easier said than done. How can a company use WhatsApp to provide free, fast, good customer advice around the clock - without its service team losing control and going crazy?\n\n### The process\n## A serious extension of SAUDIA’s Guest Care Center\n\nThe search was on for an expert with smart software and outstanding service. ‘When we explained our fears and wishes to the Grasp team, we felt right away that they took us seriously, would act upon our feedback and would enhance our experience with WhatsApp. So we went for it with full throttle, connecting four different WhatsApp numbers and a couple of email accounts.’\n\nThe first thing that stood out as soon as SAUDIA’s Guest Care Center started using Grasp was the overview: it was stronger and clearer than ever. Even though SAUDIA now offered an extra channel - WhatsApp - its customer service team enjoyed more satisfying working days. It took agents less time and less friction to respond to customer questions. Very quickly, the WhatsApp service grew into a serious extension of SAUDIA’s Guest Care Center. Mansour: ‘Our guests can use WhatsApp to check flights, find better seats, get help with ticket refunds, and so on.’\n \nThings improved even further when SAUDIA started using Grasp’s chatbot function – right as COVID-19 hit the world. Despite the flood of messages about cancelled flights and ever-changing safety measures, SAUDIA’s customer service team kept control over its inbox. No messages slipped through the cracks. Average response times kept decreasing. The SAUDIA chatbot was capable of efficiently and accurately responding to simple questions, giving the Guests Care team the opportunity to focus on more complex cases.\n\n![Quote1-SaudiaAirlines-EN.svg](https://strapi-prod.ams3.digitaloceanspaces.com/364ab60bedc62043944fa6a98e724ca9.svg)\n\n### The result\n## Customer service: easier and more enjoyable\n\nSAUDIA’s Guest Care team now solves about a million customer cases through WhatsApp each year, and WhatsApp turned into the preferred communication channel of most guests. ‘As for our agents, they’re especially thrilled that Grasp buys them time.’ They enjoy many smart Grasp features – from quick replies and labels to automatic distribution of incoming requests – and the team collaborates better than ever.",
  "header_text": "# WhatsApp as the ideal channel to increase customer comfort\n",
  "branche": "Aviation",
  "challenge": "Omnichannel",
  "team_size": "7",
  "theme_color": "#aff5fa",
  "locale": "en",
  "tags": {
    "data": [
      {
        "id": 5,
        "attributes": {
          "title": "WhatsApp",
          "createdAt": "2022-06-15T08:48:10.973Z",
          "updatedAt": "2022-06-23T13:11:07.499Z",
          "publishedAt": "2022-06-15T08:52:05.285Z",
          "locale": "en"
        }
      },
      {
        "id": 6,
        "attributes": {
          "title": "Customer Experience",
          "createdAt": "2022-06-15T08:48:31.425Z",
          "updatedAt": "2022-06-15T08:52:09.525Z",
          "publishedAt": "2022-06-15T08:52:09.443Z",
          "locale": "en"
        }
      }
    ]
  }
}
{
  "title": "Multiple channels, more messages, better service for Attenza",
  "slug": "/cases/attenza/",
  "createdAt": "2022-06-01T10:53:53.257Z",
  "updatedAt": "2022-06-30T18:38:38.103Z",
  "publishedAt": "2022-06-01T11:18:55.164Z",
  "content": "### The backstory\n## To deliver fast healthcare whilst enjoying short lines of communication\n\nAttenza specializes in home palliative and terminal 24-hour care, a business in which time plays a major part: as someone lays dying, the right care plan must be launched quickly. There’s a lot to be done in a very short time. Only with fast, accessible and easy lines of communication, everyone involved can be kept in the loop, from care providers and (family of) clients to referrers.\n\n\n### The challenge\n## To keep growing without losing touch with our clients\n\nIn the early days at Attenza’s, Google Workspace worked well enough to deal with customers. Every morning someone tidied up the inbox by assigning emails to the right colleague or by responding right away. Even back then, general director Rutger Kleinjan wanted to add more communication channels, but he was afraid of jeopardizing Attenza’s excellent service level. 'We believe that every message, regardless of the channel, deserves the same share of attention. To achieve this on a popular channel like WhatsApp, we needed help, so we started looking for a solution that would give us more overview.’\n\n![Quote1-Attenza-EN.svg](https://strapi-prod.ams3.digitaloceanspaces.com/581c6310e68b6f2074c29ab1c4f56400.svg)\n\n### The process\n## Easily add new channels\n\nAt the end of 2020, during a corporate reorganization in which the team structure was revised, the search was on for a software provider that wanted to think along with Attenza: how to become a multichannel organization without losing the overview? Rutger: 'Grasp came across our path fairly quickly. Its smart inbox fits perfectly with a growing organization like ours, and on top of this we also felt a connection with its support team. Grasp continuously thinks along with us and takes our specific wishes and needs into account, which makes all the difference.' In January 2021, both the Service & Recruitment team and the Client Contact & Quality team started working with Grasp. They had already been working with the new inbox for a month. ‘The transition went smoothly. Whichever channel you add, all messages neatly end up in the inbox - including WhatsApp conversations.’\n\n![Quote2-Attenza-EN.svg](https://strapi-prod.ams3.digitaloceanspaces.com/7ab822a34282fce54e7af54d99629e85.svg)\n\n### The result\n## A well-oiled multichannel organization\n\nEvery month, Attenza handles about 3 to 4,000 conversations, a large chunk of which through WhatsApp. ‘It all runs smoothly with Grasp. We’ve made so much progress just by being so much more accessible. We now realize that certain target groups prefer certain channels.' Care providers, for example, have a preference for WhatsApp, whilst the referrers often go for email. Whichever channel you choose, you always experience the same service and attention. Thanks to Grasp, we communicate quickly with care providers, so that they can deliver fast healthcare. We keep an overview over multiple channels; no single message slips through the cracks. Plus: we work together more easily, and our mutual communication has improved.'",
  "header_text": "# Multiple channels, more messages, better service\n\nWhether your service department receives fifty or thousand messages a day, it’s crucial.",
  "branche": "Health",
  "challenge": "Omnichannel Scale up",
  "team_size": "7",
  "theme_color": "#F8EACA",
  "locale": "en",
  "tags": {
    "data": [
      {
        "id": 1,
        "attributes": {
          "title": "Growth",
          "createdAt": "2022-05-31T13:20:52.629Z",
          "updatedAt": "2022-06-28T09:35:36.038Z",
          "publishedAt": "2022-05-31T13:20:53.495Z",
          "locale": "en"
        }
      },
      {
        "id": 8,
        "attributes": {
          "title": "Customer Service",
          "createdAt": "2022-06-23T13:10:19.421Z",
          "updatedAt": "2022-06-23T13:10:38.836Z",
          "publishedAt": "2022-06-23T13:10:38.669Z",
          "locale": "en"
        }
      }
    ]
  }
}

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