Rebuilding the Organization Ahead of a Google Acquisition
Built Quickoffice’s customer care engine, driving record sales, #1 iTunes and #2 Google Play rankings ahead of its Google acquisition.
The Client
- Company
- Quickoffice
- Website
- quickoffice.com
- Industry
- Computer Software
- Headquarters
- united states
About Quickoffice
Quickoffice was a mobile productivity software company best known for its Quickoffice suite (Quickword, Quicksheet, Quickpoint) that let users view and edit Microsoft Office documents on mobile phones and tablets. The company was acquired by Google in June 2012, and its technology was folded into Google Docs, Sheets, and Slides; the standalone Quickoffice…
The Challenge
Quickoffice had people in place, but only its engineering group operated with defined roles.
Everyone touching social, customer care, and marketing was reacting to whatever came up day to day, with no one dedicated to managing the customer relationship or to capturing and acting on user inquiries and feedback.
That gap mattered because app store ranking and ratings, driven directly by customer experience, were
becoming the deciding factor in the company's ability to compete and its investors' path to exit.
Our Approach
Jason found the right person already on the team, someone with real customer service instincts from prior retail experience, and built the customer care function around him. Working in concert with the teammate Jason had put in charge of social media, the two began routing customer inquiries from the company's social handles into a dedicated care channel, and Jason adapted the engineering team's existing ticketing system to support tiered levels of support rather than standing up something new from scratch.
Solution: He then had his care lead recruit and manage an offshore team to handle first-tier inquiries, with the care lead himself serving as the escalation point for anything that team could not resolve. That structure let Jason prompt customers for reviews at the "golden moment," right after an update resolved something they had been asking for, while managing the timing of price changes around seasonal buying patterns to avoid discouraging purchases.
The Impact
Quickoffice hit record sales and reached the number one ranking in the Apple iTunes Store and number
two in Google Play. The business was acquired by Google within the year, on the strength of a customer care function, tiered ticketing structure, and offshore support model Jason built from a single well placed hire.
Featured Expert
The Chameleon who led this engagement.
