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.

The Solution with Foqal

Utilizing Foqal's tag and emoji automations, they fashioned a solution that met every requirement:

• Customer channels were grouped based on the assigned agent with each group being managed by a Foqal routing automation.
• This automation took into account agent hours, holiday schedules, and the global support schedule.
• Depending on agent availability, the Foqal bot allowed a direct response, routed requests to global support, or informed the customer about operational hours, or providing emergency pathways.
• If agents needed a day off, they simply toggled a switch in the workflow, rerouting customers seamlessly.

Foqal's adaptability and powerful automation capabilities have enabled Iterable to revamp their customer communication process, ensuring top-notch service, efficiency, and employee satisfaction. From the customer's perspective, the transition is seamless. But for Iterable's agents, the change is transformative:

1. Consolidated view of all requests.
2. Assurance that no request goes unnoticed or gets lost amidst the deluge of Slack messages.
3. Peace of mind during vacations, knowing a backup system is in place.