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Brand Development

HelpSquad Rebranding

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.

Overview

THE BACKGROUND

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

Services

Web Design
Web Development

Platform

Website

BRANDING, WEB DESIGN, AND DEVELOPMENT

THE PROJECT

  1. BRANDING & VISUAL IDENTITY

    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.

  2. WEB DESIGN & DEVELOPMENT

    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.

THIS IS HOW

WE DID IT

  1. CLOSE COLLABORATION

    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.

  2. EXTENSIVE RESEARCH

    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.

  3. CONSISTENT DESIGN

    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.

THIS IS HOW WE

BRAND

  1. POSITIONING

    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.

  2. VALUES

    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.

  3. THE VISUAL IDENTITY

    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.

THIS IS WHAT WE

ACHIEVED

  1. BETTER BRAND AUTHORITY

    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.

  2. INSTANT INCREASE IN LEAD GENERATION

    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.

  3. GROWTH IN ORGANIC TRAFFIC

    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.

THE WEBSITE IS COMPLETEL

RESPONSIVE

01

MOBILE FRIENDLY

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. 

02

WHY WE DO THIS

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.

Just read what our clients are saying

References

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.

Joe Bedwell
Vice President Core Acquisitions - All Star Auto Lights

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.

Lawrence Lipman
CEO - MPG Manhattan Parking Group

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!

Michael Kansky
CEO of HelpSquad and LiveHelpNow

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.

Andreas Makris
CEO - Big Mouth Survey

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.

Joe McKeown
President - McKeown Foundation

We are THRILLED with our new website. InsaneLab is the perfect partner to take on projects that require technical and creative solutions.

Steve Williams
CCO - Skip Beyond Content

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.

Adrian Gamoń
co-founder of Social Frame

They are much more than just a web development company. They understand user behavior and how to maximize conversions.

Graham O'Keeffe
learnaboutgmp - Founder & CEO

We consider InsaneLab to be a reliable partner, and we would recommend them to anyone.

Łukasz Janarek
Kserkop - Vice President of the Board

Extensive knowledge, a wide range of skills, and the right attitude towards the customer? These are the characteristic features of people from Insane Lab.

Michał Brzozowski
Solidbrain - Chairman of the Board

InsaneLab proposed and delivered custom, dedicated solutions that are unique in our industry.

Michał Imiołek
Kancelaria Medius - Chairman of the Board

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.

Tomasz Pilch
Blurbstudio - co-founder, creative director

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