There’s a lot of customer information being generated in real time by support, sales and other customer facing apps. While necessary and useful, this information can be distracting when it isn’t organized to be relevant to you.
Because the customer info is siloed in different apps, getting customer insights across apps or in-depth historical context is difficult. For example, if a high priority customer opens a support ticket in Zendesk, it can be difficult to see the full picture without also viewing his Salesforce profile and Intercom communications.
You can easily address this issue with Workato's Workbot (a chatbot for Slack, Hipchat and other enterprise chat apps). Workbot enables next gen cognitive customer support by:
- Enabling Only Relevant Slack Notifications:
Getting just relevant and actionable ticket and other customer related notifications and and delivering these at the right time to the right staff cuts down on the notification spam and improves efficiency of support staff. (e.g. tickets of a certain priority, for specific type of customers, when the number of tickets exceeds a threshold).
You can use this recipe to implement this.
- Providing the Full Context of Support Situations Inside Slack:
Workbot makes it a snap to get 360 degree view of customers across multiple applications inside of Slack. View customer information from apps like Zendesk, your CRM, accounting and other apps inside of the chat console. This gives support more context and enables the team to resolve an issue after they get notified in the Slack channel faster.
- Giving Better Insights and Charts Inside Slack:
For more insights into a customer, Workbot can create charts that give you trends around trouble tickets, order history or payment record for that customer.
Automate Best Practice Actions Across Apps:
With the benefit of the customer insights, Workbot lets support staff take actions across multiple apps. For example, you can file a trouble ticket in Jira, update a note in Salesforce and more - all without leaving Slack!]
With Workbot you have everything you need to make customer support more efficient, informed and effective than ever before.
Read our post 6 Ways To Use Zendesk with Slack for Better Customer Service for images and other features.
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