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CX Stories From The Frontlines: Streamlining The Agent Experience

CX Stories From the Frontlines: Streamlining the Agent Experience

We’re back again with some fresh CX stories from the frontlines. In case you missed it, check out our previous issue 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 streamlining agent experiences by displaying relevant information, reducing manual email triage efforts and identifying appropriate contact times for customers in different timezones.

Streamlining the Agent Experience by Displaying Relevant Information

A furniture chain came to Kustomer from Zendesk, making the switch last year at the beginning of the pandemic. Their business suffered a furlough, which caused implementation to be put on hold for more than a month. When they were ready to move forward, the Kustomer team had an extremely tight deadline due the imminent end of their Zendesk contract.

They used the switch to Kustomer as an opportunity to clean up years of extra attributes and “triggers and automations” from Zendesk. Starting fresh, they significantly simplified the menus and information displayed to agents.

Thanks to our platform flexibility, we used the advanced KView code editor to create a clean agent experience. For example, selecting a top-level item would display relevant fields when needed. We always advocate for our clients to reimagine their customer experience when they are configuring Kustomer, and the customer has seen a decrease in average handle time (AHT) since agents no longer have to hunt to find the fields that are relevant to their issue.

Secondary to this work, we also set up business rules that will help route conversations to the correct team based on the issue type being selected by the agent. This is something Zendesk did not support, and has been a huge win for their agents!

Reducing Manual Email Triage Efforts & Gaining Insight Into Completed Work

An essential oils company chose the Kustomer platform for multiple reasons, but the improvements we made for them surrounding email as a channel were particularly impactful.

The company supports their brand ambassadors in a number of ways, primarily through tier, and additionally by topic and area. The team was using many disparate tools, including SmarterTrack, and using Outlook inboxes in a shared manner that offered no insights or visibility.

Managers with teams using Outlook relied on their agents to provide, at the end of each shift, a manual count of the number of items they worked on that day. These Outlook inboxes also required manual triaging, with absolutely no options for anything automated. This meant that simply triaging incoming messages, and assigning work fairly among ateam members, was a full-time job.

After implementing Kustomer, they now have a place to see what their agents are working on at any one time (Team Pulse, Searches); understand what their team has done; what the backlog looks like and what the overall Satisfaction looks like (Reporting); the ability to assign work up to their capacity limits and make sure agents are staying topped off (Queues and Routing); and remove the manual triage component entirely.

The feedback from agents and managers alike has been incredible. They now have access to robust information about the brand ambassadors that they did not have before, and managers better understand what their teams are working on and how much work is being completed.

Identifying Appropriate Contact Times for Customers in Different Timezones

A home fitness equipment company receives a plethora of phone calls from their customers. Sometimes their agents miss them and need to call customers back at a later time. However, if it’s 8pm in Los Angeles and a support specialist calls a customer in New York, they might not get the warmest response. So, it was back to basics here as we helped their agents quickly identify what times they were calling their customers.

Using an Insight Card and customer timezone data, we created a simple view for the company’s agents that displays a customer’s local time and preferred language. The home fitness company is pleased with the results and their customers are too. Sometimes it’s the little things that go a long way, and calling a customer at a “decent” time can make all the difference.

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.

Special thanks to our friends at Kustomer for their insights on this topic.
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