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Why wait, when it's also faster goes? Automated Workflows for the perfect Customer service.
A leading online service provider was faced with the challenge of transforming its customer support. Long response times, manual processes and siloed tools led to a fragmented support experience and wasted efficiency potential. Customer queries were backing up as employees switched back and forth between different systems, which not only wasted resources but also reduced customer satisfaction. Our solution was the turbo for their support! Using a smart combination of Jenkins, HubSpot and Zapier, we not only automated the workflows, but also networked the various tools with each other. The result? Faster response times, smooth communication and a sustainable increase in customer satisfaction. By optimizing the entire support process from ticket creation to resolution, we were not only able to make day-to-day business more efficient, but also significantly improve the customer experience.
Ticket tsunami and tool tango
Our client was struggling with several technical challenges that affected both the efficiency and quality of customer support. Initially, support tickets were recorded manually in a separate system, which resulted in long processing times and a delayed response to urgent requests. This manual process was not only time-consuming, but also caused a high error rate as tickets were often overlooked or prioritized incorrectly by employees.
Another problem was the use of fragmented tools. The different support platforms and the CRM system did not work together, resulting in patchy communication and slow information processing. Support staff had to manually switch between different systems to access all relevant data - an inefficient solution that caused additional delays and frustration. There was also a lack of automation of internal workflows, which required considerable manual effort from employees and further increased errors and delays.
To efficiently automate the support processes, we implemented a tailor-made solution that combined three leading tools to optimize the entire workflow. Using Jenkins, we automated internal processes such as ticket creation and escalations so that support requests were processed quickly without manual intervention. This automation not only increased speed, but also minimized sources of error and optimized resource utilization.
HubSpot was used as the central platform for ticket management. We set up a system to automatically capture and prioritize support requests, personalizing interactions with customers while ensuring that no request was delayed. At the same time, Zapier seamlessly integrated the various CRM systems, email platforms and other tools so that all relevant data was synchronized in real time. This sophisticated automation eliminates manual data transfers and guarantees seamless, efficient communication between the systems.
This solution not only enabled us to significantly reduce response times, but also to increase the quality of processing and take the entire support process to the next level.
The results speak for themselves: our efforts not only brought support up to full speed, but also delivered impressive improvements that would make even chatbots jump for joy.
less manual Error through the Automation the Ticket management.
faster Edit from support tickets thanks to more immediate Data integration.
less Load for the support team through automated Escalations and Ticket allocations.
higher Customer loyalty through improved and faster Response times.
more positive Feedback from customers due to the improved SupportExperience.
Automation is not only a game changer for customer support, but also for a variety of other business processes. We use our expertise to create significant added value in other areas through customized automation solutions. Let us inspire you or let us know if you need a customized solution.
Automate e-commerce customer support
With a customized automation solution, we integrate real-time order tracking and returns processing directly into your support system. Instead of manually processing requests, customers are automatically informed about the status of their orders and returns are processed directly in the system - without delays. This saves you time and resources, while your customers receive fast, personalized support.
Automate IT support
We integrate an automated ticketing system that captures issues instantly and escalates them to the right IT teams in real time. By automating problem analysis and suggested solutions, support requests are processed much faster, allowing your team to resolve issues faster and proactively perform maintenance. The result: faster resolution times and improved system stability - without any manual intervention.
Automate HR processes
We take the pressure off your HR team with an intelligent automation solution for the application process. From initial contact to automated appointments to onboarding new employees - everything runs smoothly and without manual intervention. Candidates receive immediate feedback and important onboarding tasks are assigned automatically. This not only saves you time, but also ensures a consistent, efficient employee experience.
Ask her you, which Tools we used haveto improve the support performance ours customers to the next Level to lift? Then let us times look:
Jenkins was the magical workflow accelerator - ticket creation and escalations now ran completely without manual intervention and were accelerated enormously.
With HubSpot, we established a perfect companion for the automatic recording and prioritization of support tickets, which has personalized and optimized communication with customers in real time.
Zapier brought the systems together perfectly by automatically synchronizing all tools - no more manual data transfer!
AWS Lambda enabled serverless automations that responded instantly to every event without infrastructure issues - it couldn't be more efficient!
Docker ensured that applications ran reliably in containers and were scalable at all times, without complications during execution.
Trello and Asana helped to organize the entire project process clearly and efficiently, which increased teamwork enormously.
Slack ensured that the team always stayed up to date with instant notifications and automated updates in real time.
Python and Node.js took on the scripting role and delivered customized automations that provided solutions in record time.
PowerShell took over administrative tasks and saved valuable time by automating processes in Windows environments.
Git and GitLab ensured secure handling of code versions and guaranteed a clean, traceable code base.
Copyright © 2024 Sky-E Red GmbH