How Goulet Pens Increased Customer Satisfaction with Hippo Video
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About Goulet Pens
Goulet Pens is an online fountain pen store that delivers a personalized shopping experience through innovative products, exceptional service, and extensive educational resources.
- Industry: E-commerce / Specialty Real Estate
- Company Size:60 employees
- Location: United States
Challenges at Goulet Pens
Before implementing Hippo Video, the customer care team at Goulet Pens relied on a traditional ticketing system to handle inquiries.
Key support challenges faced by Goulet Pens included:
Due to the intricate nature of fountain pens with many spare parts, customers struggled to understand assembly instructions provided via email. This lack of visualization made it difficult for them to follow the support guidance.
The One-Touch Resolution rate was low, as multiple interactions were often required, and some inquiries were missed or not fully addressed.
These challenges prompted Goulet Pens to seek a more effective support solution to improve their customer service.
Why Goulet Pens Chose Hippo Video
Immediate resolution of customer issues was the highest priority for the customer care team at Goulet Pens. With this goal in mind, Drew, the Customer Care Manager, began researching potential solutions to address the company’s pain points and discovered that using videos could effectively resolve customer issues.
Drew selected Hippo Video because it enabled him to quickly create and share videos with customers. By incorporating videos into their support process, Drew was able to resolve customer queries more efficiently.
Hippo Video Success
Hippo Video has been instrumental in transforming the customer support process at Goulet Pens.
Brian Goulet, CEO of The Goulet Pen Company, shared his enthusiasm, stating, “I’m absolutely thrilled at the potential that Hippo Video has for us. Hippo Video is helping us serve our customers better, and as a result, our customers are seeing the value. Great work!”
Troubleshooting became more straightforward as Hippo Video allowed the customer care team to record explainer videos directly from the support form while responding to tickets. This enabled customers to instantly visualize how to resolve their issues.
User engagement was enhanced by using videos for technical explanations, simplifying communication compared to text-based explanations.
Additionally, customer care representatives at Goulet Pens included 30-second self-introduction videos in their email signatures, fostering a personal connection that led to higher customer engagement and trust.
Love From Goulet Pens Customers
The Goulet Pens customer care team recorded their first support video and sent it to a customer, who was so impressed that he emailed Brian Goulet, CEO of Goulet Pens:
“Brian, I wanted to express my appreciation for the excellent customer service I just received from Anna. I recently received my Karas Kustom pen and couldn’t figure out how to connect the nib section to the barrel with a cartridge attached. We struggled to pinpoint the issue through text alone, but Anna made a video showing how to attach the nib and ink. I immediately realized the problem—I didn’t have the grip section. She quickly created an order for the missing piece. Service doesn’t get any more responsive than that. This is an outstanding example of why I’m such a fan of your company.”
In response to this feedback, Brian Goulet wrote to us, saying, “If this is the reaction after OUR VERY FIRST VIDEO, I am absolutely thrilled at the potential your app has for us. We’re all very excited to utilize it more and more over the holiday season, and I hope this email serves to motivate you and your team. Thank you for everything.”
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