Customer-Story-Wistia-Kelsey-1Wistia proactively addresses employee requests and IT support needs using Managed by Q's employee helpdesk tool.

Wistia is a video hosting platform that is built for businesses and marketers. While the company is building a platform to enable their clients to captivate audiences and grow their brand with creative video, Office Manager Kelsey is running the show behind the scenes. As the backbone of the office at Wistia, she ensures all employee requests are handled with care and creates processes to efficiently manage the space to ensure a great office experience. Kelsey facilitates office operations to create a fun, inclusive, and engaging workplace experience for her team.

Wistia’s core values include creativity, simplicity, and a proactive approach to problem solving. Using Managed by Q's Employee Helpdesk, Wistia has been able to extend these values to their office operations. The team relies on Managed by Q's employee helpdesk tool to get the support they need to get their work done when they need it. In addition, Kelsey is able to proactively manage the needs of the space and respond to her teammate’s requests in real time.

 

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“Managed by Q allows me to better anticipate and address employee needs.”

 

Q: What was it like to get started with Managed by Q?

A: The Slack integration is what makes Managed by Q's employee helpdesk a huge win for us at Wistia! In the past, we had tried many tools for managing requests, but they were not easy to integrate into our workflow. Because the Employee Helpdesk is integrated with Slack it resulted in very high adoption rates amongst our employees, which was something that was very hard when we used other tools.

 

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Q: How has using Managed by Q impacted your workflow at Wistia?

A: Operations work can be very reactive. Before using Managed by Q, in an effort to make myself very available to my employees and their needs, I found myself with an overload of information about what my team needed. It was very easy to forget something important or to close the loop on an already resolved request so the quest to be very open and available for requests actually made transparency for employees more difficult to achieve. When I made Managed by Q's employee helpdesk tool our formal process for all requests I ensured that I won't miss any requests, and I can also batch requests by priority. In addition, Managed by Q frees up a lot of my time because it closes the loop on requests for me.

Managed by Q has also cut down on the amount of noise regarding status changes on a request or project. It has also been great for increasing my focus, particularly around IT related requests. With the Managed by Q dashboard, I have all the information I need in one place so I don’t have to hunt for critical details to resolve issues that are coming in.

 

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Q: How does Managed by Q's Employee Helpdesk enable you to do your job and better support your team?

A: Previously, we were using a tool that was built for managing customer support at a very large scale and not for managing internal employee requests. From the beginning, Managed by Q's employee helpdesk tool was built specifically for office managers and the work we do to support our teams. It allows me to understand the patterns of requests we receive in our office and better anticipate and address employee needs. Managed by Q had a very low amount of friction to get up and running and is transparent for employees!

Q: How much time have you saved using Managed by Q?

A: Managed by Q has saved me 6 hours a week managing employee requests! More important than time though, Managed by Q has given me back mental clarity and freed up a lot of brain space for me. Managed by Q has been a huge stress reducer by validating that I am able to address all of our workplace needs.

 

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Q: How has Managed by Q’s reporting function helped you gain deeper insight into your office operations needs?

A: Managed by Q allowed me to step back and really understand how I was managing the office. With Managed by Q I have the ability to identify where I can be more efficient. Using the reporting tool enables me to determine what tasks I am spending too much time on and hone in on what things are consistently not working in the space. The fact I can be more proactive in solving these issues has made a huge difference in my workflow.

With the Employee Helpdesk, I know I am better at accomplishing tasks that directly impact the employee experience at Wistia and can focus my energy on being proactive instead of reactive.

 

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“Managed by Q has given me back mental clarity!”