Rachel Wu, Senior Manager of Technical Support at Iterable, has always had a knack for pinpointing customer challenges and devising effective solutions. Partnered with her was Margaret Chang, the Operations Support Manager at Iterable who also has a rich support experience spanning various industries. 

When Rachel and Margaret approached Foqal, they had a complex landscape of support tools and processes that enabled the various levels of Iterable customer support. Each level of customer support had its unique workflow, with a primary emphasis on establishing strong relationships This meant that every customer request had to be steered to the designated agent for that account. But it wasn't just about initial routing; the process had to account for times when agents were unavailable, perhaps away or on vacation. During such instances, the request needed to be handed off to a backup agent.

Yet, the complexity didn't end there. Should a customer reach out after regular business hours, the system had to guide them to the global support center. However, since the global support center wasn’t operational 24/7, customers reaching out beyond its hours had to be updated about the working hours and given alternate emergency contact options. 

Moreover, this sophisticated request routing mechanism had to be perfectly functional not only on Slack but also on Microsoft Teams. And if this wasn't challenging enough, they had not yet touched upon the nuances of escalations and L2 support.