Supporting your customers in Slack, Microsoft Teams, chat, and/or email and going crazy channel hopping? See how Foqal can help centralize it all into one.
Are your employees messaging your team directly? Give them a way to create tickets directly in Slack and have all requests accounted for and automated.
Turn your HR Help Desk into a user-friendly channel on Slack or MS Teams with ticketing, analytics and workflow automation.
Ben hits his metrics
The customers Ben brings to Slack are the biggest and some of his most important ones. So when Netfify makes SLA promises, he needs to make sure they are met. For months, Ben has been attempting to hit a 90%+ time to first reply SLA adherence and for months Ben was struggling. The biggest challenge is agents tend to only create tickets for the tougher requests, meaning, many tickets aren't getting captured and SLA measurements are inaccurate.
In the first month of using Foqal Agent, Ben's team beat the target - hitting 91% SLA adherence. Ben also discovered his ticket volume double. Because all customer requests were now being captured, he realized that 50% of the work they were doing was never being ticketed or measured. With the added metrics, Ben understands the work coming from paid support, is able to measure and show what his team has accomplished, and even predict headcount expansion.
Ben is Confident
Ben believes that the goal of having a support Slack channel is responsiveness and access to the Team. Historically, It was always hard for the team to figure out who is going to respond to what. Ben had strategies to assign different owners to different channels and customers, but what happens when someone takes a day off and how does it scale?
Now Ben says he feels proud that when he invites someone into Slack they are going to get the great experience they were promised. He feels confident that anytime a message comes from a customer, it will get a response or it will be absolutely clear when it doesn't. Ben summarizes that "[Agent] feels now like Slack is a viable support option that we can commit to, where before it felt like a liability."
Generates support revenue
In the past, Slack support was always part of a higher product tier. With Agent, this has opened up an opportunity to sell support as its own offering. Because his workflow doesn't change he can sell this dedicated support product as much as possible. And with the added metrics, he knows exactly how much revenue he is generating from these contracts, what his team is accomplishing, and even understand the common questions that enterprise customers are asking. This allows Netlify to generate more revenue while creating better customer relationships or in Ben's words "its enabled us to sell more paid support with higher confidence".
"It's enabled us to sell more paid support with higher confidence."
~Ben Robertson
Try Agent in Slack here