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Case study: Astropad

Astropad was launched in 2013 with the mission to help artists and creators imagine new possibilities.

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April 12, 2022

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4 min read

It started with a vision…

Astropad’s founders met as software engineers for Apple, and discovered a common admiration for technology that helps people make things.

With products that turn iPads into secondary computer displays or professional drawing tablets, Astropad focuses on building tools that inspire people to create.

…that became a reality.

Astropad was launched in 2013 with the mission to help artists and creators imagine new possibilities.

As a customer-centric business that grew from its community, the company has always been focused on great service. They take the time to listen to and consider customer feedback – in fact, many of the improvements and features they’ve introduced originated as popular customer requests.

But with a growing number of backers and fans connecting with the brand, they needed to find a way to tackle more and more requests.

And this is where Dream Support came in.

At Astropad, we believe that, just as bicycles help people travel faster and more efficiently, so too can products help people imagine new things.

And now our partnership…

Astropad’s designated Dream Support agents take care of the eCommerce side of things: canceling and modifying orders, processing returns and refunds, and dealing with shipping and order issues.

But as a technology-based business, we also deal with Astropad’s pool of technical support requests. Our agents are trained to answer ‘Tier 1” requests and tag ‘Tier 2” queries for escalation, helping manage the support queue and maximize the time of their technical experts.

Relationships with Astropad’s customers are often long-lasting – from pre-sales through to technical support and feedback – and that allows us to build connections and help turn first-time customers into loyal community members.

…has them living the dream.

Since we started working together, Astropad has run two successful Kickstarter campaigns, released new products and features, and grown its team and workload.

Our thorough customer service metric reports help the team spot issues early, and we keep track of reply times, the types of requests we receive, and the results of satisfaction surveys. These insights at one point allowed us to reduce the number of exchanges by almost 20%, and continue to help us improve the experience we offer customers.

At Astropad, it’s a real cooperative effort, with engineers and even founders jumping online to deal with load spikes. We’re proud to be a part of the team.

The key facts:

  • A tech business building tools for creatives
  • A close relationship with the in-house team
  • Over 25,000 customers helped
  • 1.5 replies per ticket on average (no back and forth)
  • 90%+ customer satisfaction score
  • Weekly and monthly reporting and KPI assessment
  • Partners since 2018

Matt Ronge,

CEO at Astro HQ

Veronica and the rest of the Dream Support team have been phenomenal. With their help, we are now handling more support tickets than ever while lowering our response time and maintaining high-quality support.

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