"We've even started to get organic clicks to queries and questions that we didn't think we would even be ranking for."
Matt Mellinger Co-Founder, SEO Gets
Key Results
- A live help desk inside a week of signing up
- Churn down across the first three months
- Organic clicks on help articles for queries the team didn’t write them for
- Crisp still handles the conversations that need a real person
Meet SEO Gets
SEO Gets is an analytics and reporting tool for SEO strategists. It pulls Google Search Console and GA4 into one place, so you stop bouncing between tabs and stop rebuilding the same Monday morning report. Teams at LA Times, Whop, Upwork, and Pipedrive use it.
Matt Mellinger is one of the co founders. The product was working. The support side wasn’t really set up yet. Every question came through chat, one customer at a time, and the team knew they needed a real help desk.
The Pain Before Ferndesk
Prior to Ferndesk, we actually didn’t even have a help desk. But we knew we needed to get one set up.
Nothing was written down where a customer could find it on their own. And because there was no help center, none of those answers ever showed up in Google.
Why Ferndesk Was Different
The first thing that mattered: setup didn’t turn into a project.
Ferndesk made that process super fast and easy to get it up and going.
The second thing was Crisp. SEO Gets already ran support there, and Ferndesk plugs in directly. Customers who can answer their own question do. The ones who can’t get a real person, without anyone needing to retrain on a new tool.
It integrates with Crisp so that when they want human support we can give that to them. But at the same time it’s helped reduce the need for human support.
Ferndesk also reads what’s coming through and points out where the docs are thin.
We can always learn about where our gaps are for our help desk, and that helps us improve it and really even reduce our human customer support.
The Results: Lower Churn and a Bit of Free SEO
Three months in, the early numbers are good. Churn is down. And then there’s the part nobody planned for.
Results, while still early, have been great in reducing our churn. And we’ve even started to get organic clicks to queries and questions that we didn’t think we would even be ranking for.
A help center that ranks brings in people who were already searching for the problem the product solves. For a company that sells SEO software, it’s a good look. The help docs they wrote to keep customers happy are now also working as a top of funnel channel they didn’t plan to build.
Impact
- They have a help desk now. They didn’t, three months ago.
- Less time fielding chats Matt could be answering with docs
- A loop from what customers ask in the widget to what the team writes next
- A small SEO channel they weren’t aiming for, sitting on a domain they already own
Wilson has been quick to improve the platform and respond, which has made the tool really enjoyable to use. We would highly recommend it.