Proactive Engagement
Enhancing proactive engagement with features such as sending videos in messaging, configurable proactive outbound, and stronger connection to backend systems like NetSuite.
Effective Triaging
Reducing friction & interruptions in customer interactions, minimizing the number of human contacts per order, and gathering more information upfront.
Unified Sales & Support
Bridging the gap between offline and online customer experiences, with a preference for solutions that integrate well and are cost-effective.
Order Status
How can we identify cross-sell/upsell opportunities within support for our most popular intent?
Warranty
- Extending support workflows to keep engagement going
- Offering alternative contact options during non-business hours
Product Info
Using interactive elements such as in-chat video and proactive messaging to identify and act on potential support workflows that could lead to a sales transaction.
What's the status of my order?
USE CASE #1
Extra clicking efforts to track order
No follow-up action after positive feedback
Warranty & Open Claims
USE CASE #2
Proactive Messaging (Outbound)
SETTING THE STAGE
Customer Education
RECAP
- Prioritizing agent happiness at all times
- Seamless integrations and add-ons
RECAP
Efficient Case Resolutions
1
SCENARIO
Marty McFly, a substitute teacher with Kelly Education, is experiencing issues with logging into the portal to check assignments. He reaches out through different channels (email, chat, phone) to report the issue. The support team needs to merge these related cases into a single unified ticket for efficient resolution.
Efficient Case Resolutions
1
NEED
- Streamlined case management for reduction in data duplication
- Cleaner reporitng
OUTCOME
- Granular routing based on requester profile information
- In-app pop-up notifications for inbounds
- Detailed user profile information for efficient agent viewing
Efficient Case Resolutions
1
KEY FEATURES
- Self-service for end-users with Zendesk Guide
- Zendesk Messaging (feat. AI bot + chat triage options)
- Skills-based Routing
-
Agent Workspace
- AI for Agents:
- Auto-merging
- Built-in GenerativeAI
- Knowledge Panel
- Intelligent Triage (Intent & Sentiment detection)
- AI for Agents:
Marty (customer)
Agent Three
Technical Support
Efficient Case Resolutions
1
SCENARIO
Marty McFly, a substitute teacher with Kelly Education, is experiencing issues with logging into the portal to check assignments. He reaches out through different channels (email, chat, phone) to report the issue. The support team needs to merge these related cases into a single unified ticket for efficient resolution.
Efficient Case Resolutions
1
VALUE/OUTCOME
- Streamlined case managmenet
- Enhanced agent efficiency using easy-to-use built-in tools
- Improved customer experience with faster pick-up times
Automated Responses
2
SCENARIO
Jen Parker is the assistant to Superintendent Strickland at Hill Valley Unified School District (HVUSD). She contacts Kelly Education Support about issues with scheduling substitute teachers. Using automated responses, Kelly Education provides immediate feedback, manages customer expectations, and leverages AI tools to streamline the support process
1
KEY FEATURES
- Email communication
- Routing & assignment logic based on requester
- Personalized auto-responses/acknowledgement with AI-powered article recommendations
-
Zendesk Admin Center
- Basic trigger configurations for auto-responses
Automated Responses
2
SCENARIO
Jen Parker is the assistant to Superintendent Strickland at Hill Valley Unified School District (HVUSD). She contacts Kelly Education Support about issues with scheduling substitute teachers. Using automated responses, Kelly Education provides immediate feedback, manages customer expectations, and leverages AI tools to streamline the support process
1
Automated Responses
2
KEY FEATURES
- Zendesk Admin Center
Automated Responses
2
VALUE/OUTCOME
- Instant Acknowledgment: Automated responses provide immediate feedback
- Priority Handling: Differential handling ensures prompt resolution for high-priority cases
- AI-powered agent productivity tools to reduce overall ticket handle time once assigned agent starts working on it
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By Julie Diana Kim
