Iubenda has been in the legal tech/compliance space since 2011, and provide compliance solutions for important laws like the GDPR, ePrivacy (Cookie Law), CCPA etc. which are primarily concerned with the data privacy rights of users as it relates to business activities. Their team is truly international – "We're made up of 55 people now, with over 12 nationalities and growing" – which is also a great representation of their client base. Iubenda's primary focus is on solving the complexities of data law compliance in a way that's practical and comprehensive but also affordable. They facilitate this by creating software solutions that merge legal expertise, smart tech, and a fantastic user experience.
With the recent change in the privacy climate and new laws, privacy has moved to the forefront of people’s minds because there are real risks to business owners who don’t follow the law. A big part of this privacy wave came with the concern over GDPR compliance. This meant that when they expanded to include products that automated meeting the most challenging aspects of the GDPR, they had this huge demand that was more than a 300% increase from the previous month.
Our support team was overwhelmed and we needed a way to communicate with and provide customers with the support they needed in a sustainable way. The growth has only continued and Elevio has been a big part of us being able to continue to meet that need efficiently.
Over the last year Elevio has delivered 22,452 answers, with a ticket deflection rate of 21%, which means their support staff can better focus their efforts where needed.
Our users are also more empowered – not just by being able to find the answers they need themselves, but also, the Elevio console enables them to ask better/more specific questions.
They can easily find and reference something that might be confusing them and reach out to the Iubenda team from directly within the console thanks to the Elevio/Freshchat integration.
Another interesting benefit of using Elevio for us has been the analytics in that they also give us an idea of how well our help documents actually match the real questions that our users have. This lets us iterate and improve the practical applicability of what we write.
Where to next?
Iubenda has quite a wave approaching with the California Consumer Protection Act (CCPA) and pending ePrivacy guidelines which are really relevant right now. They are also an IAB validated Consent Management Provider, and are also working to properly integrate the upcoming Advertising Transparency and Consent Framework (TCF) v2.0 with their solutions.
Obviously these improvements and expansion of our services mean expanding customer needs and we see Elevio as really central to helping us manage the increasing demand.
Elevio are big fans of Iubenda and you can check out their offering by visiting Iubenda.com