CX Stories From the Frontlines: Dynamic Routing for Urgent Issues

CX Stories From the Frontlines: Dynamic Routing for Urgent Issues TW

It’s that time again: we’re here with some fresh CX stories from the frontlines. In case you missed them, check out the first and second issues on the blog, recounting real life anecdotes on how businesses have solved their customer service challenges with the help of Kustomer.

In this month’s edition, we discuss how a business was able to easily style their auto response e-mails, how integrating data powers a better agent experience, and the power of intelligent routing to get urgent issues solved more quickly.

Stepping Up Messaging — No Dev Work Needed

A cryptocurrency app, available in over 40 countries, needed to step up their autoresponse game. Plain text e-mails just weren’t cutting it, and they needed to figure out how to include richer formatting to align with their brand. Without endless resources on their side, they worked with Kustomer to implement Markdown: a lightweight language that can be used to add formatting to plain text documents without the overhead of HTML. It’s fast, easy to learn, well supported across platforms, and translates flawlessly to HTML. Through this solution the company was able to transform dull blocks of text into more organized and eye-catching emails and messages for their customers and agents — all without any dev work or a single HTML tag.

Integrating for a Better Agent Experience and Automated Outreach

A small warranty company had to integrate with a few older systems that had very complex data models, in order to have an actionable and complete view of the customer. The typical lifecycle of a customer looks something like this:

  1. A customer purchases an item and registers their warranty.
  2. The warranty system pushes the warranty information to Kustomer.
  3. A Kustomer workflow creates the warranty custom object and maps some crucial customer information to the profile.

Now, let’s say that same customer needs to contact support because their ice maker is leaking water:

  1. The support agent will troubleshoot, and if they determine that this is a warranty claim, they fill out some information in a Kustomer context card.
  2. This opens the claim/dispatch system, with a TON of pre-populated information pulled directly from Kustomer.
  3. The agent fills out the remainder (just a few fields) and that opens the claim.
  4. The claims system then sends information back to Kustomer about the claim. After the initial opening of the claim, this is just basic information like the claim number and date it was opened.
  5. As the customer’s unit is scheduled for service / they are shipped a box for a warranty return, the claim/dispatch system will send updates to Kustomer, and the workflow system will update the claim custom object.

If the customer ever calls in asking about the status of their claim, the agent does not have to go into another system, they can simply pull up the claim in the customer’s timeline.

The warranty company also wanted to send automated status e-mails to the client when that claim status changed: say that the backordered part was now in stock, or their unit had been received and a replacement is on the way. Instead of having an agent send these e-mails manually, a workflow was built to automatically do so.

Additionally, the Kustomer team built a context card that indexes all of the previous status emails, and allows agents to resend any selected e-mail. This will trigger a new copy of the e-mail to be sent, but contain all of the original email’s body and subject lines.

Dynamic Routing to Service Guests Quickly

A short term rental company did a ton of manual routing in their previous system, and wanted a more automated and dynamic option. The business was ingesting reservation information and storing the check-in and check-out dates on the customer’s profile. Kustomer set up queue rules that look at the check-in and check-out dates, to route a conversation to the “In Stay” queue, if a guest is in the middle of their stay, or the “Booked Guest” queue if they already have a booking. The guests in these queues receive faster service related to their booking as a result. If the individual does not yet have a booking, the inbound conversation is routed to the main inquiries team, which accounts for the largest volume of service. These routing rules have vastly helped their team cut down on manual work to get the guest to the right team, and has allowed them to increase their efficiency and satisfaction by routing customers who are in the middle of their stay to teams who are set up to service guests quickly.

We want to hear from you! Let us know if you’re tackling CX problems in an interesting way and we will feature you in the next CX Stories From the Frontlines.

 

Kustomer + Jeannie Walters: How to Create an Omnichannel Journey

On the latest Conversations with Kustomer Podcast, we discuss creating an emotionally impactful omnichannel customer journey in an increasingly fragmented service and support landscape.

We sat down with Jeannie Walters to learn the ins and outs of building a memorable customer journey. Jeannie is the CEO and Chief Customer Experience Investigator of 360Connext. 360Connext specializes in qualitative, human evaluations of the real customer experience through a process called Customer Experience Investigation (CXI). Jeannie is also a Co-Host on the Crack the Customer Code Podcast.

Emotion colors every experience we have—whether we realize it or not. Is there a place you shop just because the people who work there are really nice? Or because you’ve had a positive experience in the past with the brand? Maybe there’s a coffee shop or a bookstore where you end up spending way more than you set out to just because of their warm, friendly experience.

How can customer service and support teams spread that positive feeling when customers are contacting them over the phone, over email, over chat, and across all of these channels and more? It definitely isn’t easy, but it is very possible.

Listen to hear our answers to these questions:

  • What is the process of mapping the customer journey?
  • How do you retain your customers’ trust?
  • How can customer experience professionals use empathy while designing the customer experience?
  • When should you rely on data to design your journey, and when should the process be more intuitive?
  • How can you deliver a personalized experience for each customer?
  • How can customer support organizations improve the experience more proactively?
  • How is this process of mapping the customer journey different for B2B versus B2C brands?

For the latest from Kustomer, follow us at @Kustomer on Twitter.

Kustomer Queues Make Routing Painless for Contact Centers

Kustomer is happy to announce our brand new, enterprise-grade queueing and routing feature. Queues are essential to managing high-volume contact centers, and for good reason. Queues enable contact centers to monitor their inbound traffic in real-time and optimize customer wait times. Kustomer has adopted this model for the omnichannel world. Now organizations can create queues according to their business priorities across channels, assign queues to teams, and have full visibility into the real-time status of queues and agents.

Unique benefits to using Kustomer Queues are:

  • Queues work in real-time so managers can identify peaks in traffic and reassign agents accordingly.
  • Queues are set up so that every conversation can be in a single queue, so conversations are viewed and handled by a single agent.
  • Wait time, handle time, and wrap time are well-defined so are easier to track and optimize through reports and live dashboards.
  • Agents’ status is connected to the Kustomer Router, thus agents will not get assigned with new conversations when unavailable or during a call.

Queues that work for you

Queues can be defined in any way that makes sense for your business. You can create queues as simple as channel queues (like chat or email) or create more sophisticated queues like “Customers with Lifetime Value of more than $10K”, or for “Conversations with a ‘Return’ tag”. Each queue is assigned to a team, so the Kustomer Router will route new conversations to an available agent with that team. As conversations can only exist in one queue, view collisions between agents are eliminated and productivity increases.

Availability-based Routing and Reassigning

When agents start their shift they switch their status to Available to start getting conversations from the queues assigned to their team. If agents go on a break or finish a shift, they can toggle the status to the relevant unavailable status (e.g., Lunch, Break, or anything else). That will indicate the Kustomer Router to automatically stop sending new conversations to these agents.

The agent status is clearly indicated in the platform, so fellow agents can reassign conversations and managers can monitor and reassign agents, based on their availability. This is especially useful when managing remote teams.

 

Multichannel Routing for the Omnichannel Contact Center

As an omnichannel platform, Kustomer Router includes a multichannel routing capability ensuring that when an agent is on a call, the router automatically stops assigning new conversations to this agent (either voice, email or chat), and resume once wrap-up is done. This capability is available, for example, via the Amazon Connect integration.

Real-time Contact Center Insights

Live dashboards provide managers with real-time information on the status of different aspects of the contact center. This is especially useful when managing remote teams. Such aspects include:

  • Agent status – How many agents are available, what agents are working on (overall and down to the conversation), and what their workload is.
  • Queues – How many conversations are waiting in different queues, and are some queues more busy than others.
  • Customer experience – The average wait time for customers on different queues and channels, and the average handle time once they interact with an agent.

Dashboards are updated as frequently as every 15 seconds, managers can even display them on a big screen in the office.

For more information about Queues and Routing and how to implement them in your own organization, check out this article or request a demo below.

 

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