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Keeping the Conversation Intimate With Users: Ovuline’s Competitive Advantage

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Ovia - Overview

Overview

Ovuline, a company dedicated to supporting women through the critical life stages of conception and pregnancy, has established itself as a compassionate assistant amidst the emotional journey of family planning. With its two free applications, Ovia Pregnancy and Ovia Fertility, Ovuline uses machine learning and big data to expedite the conception process and provide meticulous tracking during pregnancy. To date, the company has successfully aided over 100,000 couples in their quest to conceive, emphasizing the need for an intimate and responsive customer support experience to match their user-centric approach.

The Challenge

Prior to a strategic shift, Ovuline’s customer support was managed through conventional email and platforms like Help Scout. However, these methods led to disorganization and inefficiency as customer inquiries increased. The lack of a cohesive view of the customer’s needs, coupled with a subpar user experience and user interface, meant that Ovuline’s support system was not aligned with the company’s core values of being readily available and empathetic during a customer’s personal journey. The company recognized the need for a support solution that would not only enhance internal development and customer service processes but also maintain the intimate conversation with users that Ovuline considered its competitive edge.
Ovia - Challenge

The Solution

Ovuline selected Helpshift as its new help desk solution to preserve the intimacy and responsiveness integral to its customer support. The transition to Helpshift was seamless and well-received, described as ‘a breath of fresh air.’ Helpshift provided an organized system with a more intuitive customer portal, excellent UI/UX, and the ability to offer in-app support, effectively addressing the major pain points Ovuline experienced with email-based support. The Helpshift dashboard became a central hub for Ovuline’s customer support team, and in-app messaging allowed for a real-time, conversational interface with users, in line with the company’s value of being present through significant moments of their users’ lives.

The Results

Adopting Helpshift revolutionized Ovuline’s internal development and customer support processes. The in-app messaging feature proved to be the most beneficial, providing users with immediate access to support without leaving the app. Additionally, the ability for users to attach images and screenshots, such as ovulation calendars, enabled the support team to offer more precise assistance. The upvoting and downvoting system for FAQs helped prioritize and improve user queries based on relevance and urgency. Ovuline’s commitment to building apps on user feedback and suggestions was further supported by Helpshift’s features, enhancing their competitive advantage by offering less email dependency and a more intimate support experience.

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