We're fanatical customers of Tom Bihn bags (our CEO currently carries a Synapse 19), so when they moved to HelpSpot in 2013 we were extremely excited to work with them.

Tom Bihn designs and fabricates all their bags in Seattle, WA and they only sell direct via their website. Being a small team, the ability to quickly and easily manage all the issues of a rapidly growing ecommerce company was critical.

With HelpSpot, Tom Bihn was able to streamline everything from customer feedback to shipping questions. With all customer enquires flowing through HelpSpot the Tom Bihn team was able to see the big picture and improve operational awareness.

We asked their support team what improvements they've seen since switching to HelpSpot?

"Each crew member seems to have a better general awareness of how each part of the business is operating and what kind of challenges they’re dealing with each day. Fewer customer requests are falling through the cracks due to miscommunication. We're a much more effective and cohesive crew now."