Customer Support

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Our product connects to customer support platforms and helps customer support agencies automate and analyze operational data - tickets/agents/tags/clients.

Dashboards

Conduit is very good at fully customizing the dashboards into a way where you can clearly see what is going on. When you say to your clients: without us, you are going to have the worst customer experience as you scale so quickly.

You should try to quantify what that is. How much more valuable a customer that gives four-star ratings or a customer that gives five-star ratings is, compared to a customer that gives four-star ratings and be able to quantify.

Custom metrics

Conduit finds business kpis from customer service data. It helps to answer questions like:

  • How have our customer satisfaction scores changed over the last couple of weeks?
  • Okay, we realized that refunds have increased this month compared to last month. Why?
  • Why product A, had so many refunds?
  • Let's take customer satisfaction, instead of saying it's good to have a five-star rating versus a four-star rating. How good is it?
  • Now, what are your growth rates? What is your customer retention?

It is difficult to build because each company is nuanced and a little different than others. Blending and mixing data is required.

SLA

Conduit is able to set goals for agents for response times and tickets (ex. answer emails in 15 mins, chat in 2 mins, etc) and then is able to track how the agent did based on the goal.

Ultimately, it helps to pay out bonuses to agents who hit those targets (ex. if an agent hits their email SLA target of 15 mins at least 80% of the time, they get a bonus).

This type of reporting is possible with Conduit for an ongoing basis.

Use case for tags

When somebody sends an email saying, "The clock that you sold me came broken, you get that email and your team tags it. There's a tagging system. In Gorgias and all these solutions.

So, you would write product damaged. And that would feed into the software and it could say: "Well, product A, had so many refunds because the damage percentage is up 20%. That's why the refunds were. So, now I want to look into this and understand why that's happening.

It's kind of associate in a way that would help you determine: Common theme with a certain product that you need to delve a little bit more into. Or there's not enough communication for a particular promotion and there's a lot of questions regarding that.

04 Jun 2024 08:02 PM