The directive of this project was to complete a full overhaul of both HelpSquad’s website and company branding. The goal being, to breathe new life into their brand’s visual identity and redefine their service team as the brand’s central focus. This would increase both the brand’s authority, and position them to stand out amongst a predominantly AI based market.
HelpSquad partnered with InsaneLab in Q1 2021 with the intention to overhaul and completely rebrand their logo, website, brand identity, and their service offerings. We were tasked with several challenges:
Develop branding & messaging that is personal
Build a new, attention grabbing visual identity & logo
Design and develop a brand new website
Web Design
Web Development
Website
https://www.helpsquad.com
We devised a concept for bolder branding, compared to the prior neutral palette, that would make HelpSquad stand out best - starting with a logo with cleaner, modern lines and a pop of color. The “human element” of this brand identity, demonstrated through the faces of the team, was a central focus.
The ultimate aim of the website design was to increase sales conversions, customer retention, and lead generation through both UI development and messaging. To do this, our team wanted to focus on the “personal” aspect of the brand through messaging and visual design and infuse that brand element into the site’s architecture.
Development and research of this full-scale project required close communication with and continuous strategy alignment with the client. We strategized, experimented, and devised this unique approach together as a team.
Our team placed a strong focus on researching HelpSquad and the live-chat industry’s leaders, and how they contrast. We then Identified the customer pain points that positioned HelpSquad as, undeniably, the best option and used this research to construct the strategy of the re-brand.
We developed a simple, clear and intuitive User Interface with an emphasis on the “personal” element HelpSquad brings to the live-chat sector. The goal was to feature the service team, add a human touch to a generally faceless industry, and for this to increase conversion rates and customer engagement.
The rebranding of HelpSquad begins with a brand promise: Real human support. Promoting transparent, human communication, and a qualified service team, we set them apart in a diverse industry known for the opposite. The strategy involves consistently focusing on putting faces to the hard working staff of HelpSquad, as their dedication is the service provided to their clients. Overall, our team created a full and inclusive brand book, and a redesigned website to reposition HelpSquad as a leader in their niche.
To construct the brand’s goals, we first identified their values. HelpSquad’s values that we imbued in their messaging, copy, and visual branding were: The customer comes first, transparency, and providing human solutions. This allowed us to hit home the driving force behind HelpSquad’s vision: the market’s need for trained human customer service teams.
HelpSquad’s visual identity was overhauled and replaced with a more colorful and personal identity - featuring the faces of the team, and bright, clean lines and textures. The new logo itself lends more color and sharp, bold lines, and can be seen to represent the clarity of human interaction.
Current, long standing, and new customers have all received the rebrand with positive remarks. The efforts to bring a more personal element into the branding itself was a hit, and developed a closer relationship with HelpSquad’s client base.
Our client noted an immediate increase in lead generation as soon as the new site went live. On average 7 more leads per week were reported by the client. The user-centric layout and personality of the team immediately helped increase the conversion rates of existing traffic, and increase customer retention at an admirable rate.
HelpSquad’s website earned higher search ratings, which resulted in a 40% increase in Web traffic. The implementation of new strategic content, and an "Industries" section on HelpSquad's website, resulted in organic traffic growth and improvement of the SERP results for all new keywords.
Every detail of the website was developed to aid mobile responsiveness, and for the website to convert on mobile devices just as effectively as on desktop devices.
Mobile responsiveness provides greater increases in web traffic and higher conversion rates. Google itself categorizes websites based on their mobile versions, therefore providing a larger audience for lead generation.
From the day we engaged Insanelab, they acted as a strategic partner. Before they began asking questions about the platform we wanted, they asked questions about our business so they could fully understand the opportunities our new site would provide. We could not have picked a better partner.
InsaneLab developed an entire parking management system, making it seamless for us and our customers to manage and book all of our parking locations across New York.
As an entrepreneur, you never stop wishing to have a clone that thinks like you. Well, InsaneLab team is that clone and believe it or not, thinks better than you!
InsaneLab has starting from setting the expectations, to the execution of the final product, demonstrated great communication and product development that far exceeded my expectations.
The team asked all the right questions, listened to our feedback, and created a seamless transition from our old website. I recommend InsaneLab to anyone who wants to elevate their organization’s online presence.
We are THRILLED with our new website. InsaneLab is the perfect partner to take on projects that require technical and creative solutions.
The quality of their products speaks for itself. They uphold high standards when it comes to the execution of the product, communication, and meeting deadlines.
They are much more than just a web development company. They understand user behavior and how to maximize conversions.
We consider InsaneLab to be a reliable partner, and we would recommend them to anyone.
Extensive knowledge, a wide range of skills, and the right attitude towards the customer? These are the characteristic features of people from Insane Lab.
InsaneLab proposed and delivered custom, dedicated solutions that are unique in our industry.
Our partnership with InsaneLab began 5 years ago. We treat them not so much as a contractor or collaborator in projects but as a reliable technology partner.
