Streamlining Messaging-based Customer Service for Increased CSAT and Reduced Costs

Every human is programmed to conserve effort, choosing shortcuts over elaborate processes. We're all “cognitive misers” which explains perfectly the rise of messaging-based (Slack, Microsoft Teams...) support services. Customers expect specialized treatment, and messaging-based customer support delivers an immediate, one-to-one experience. The downside is that it can be expensive to operate as the number of customer channels proliferate, and support requests are missed or lost in a stream of exchanges. Service operations delivered via Slack or other messaging services can quickly outpace your support team's capacity as your product grows.

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Slack and other messaging services are seen as the ultimate shortcut to quick attentive support, however running the operations behind it requires enhancing your people, processes and technologies in order to have an efficient operations. This webinar will cover how product and support leaders can:

• Simplify and automate "in channel" support ticketing
• Efficiently manage customer channels and product communications
• Automate classes of support resolutions
• Provide agents with resolution recommendations

Join Andela Senior Support Manager Sarah Seiwert and Foqal Founder and CEO Vlad Shlosberg as they discuss practical strategies for increasing the quality of messaging-based service while reducing its cost of operation.  Sarah will share her journey of building metrics, automations and accountability structures for establishing a world class support operation.

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