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.

 

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