Brands are cautious about how they treat their clients. To help customers in their journey, brands rely heavily on automation apart from various other support tools.
Business owners invest in market research and lean on marketing tools that increase customer satisfaction levels. In fact, customer retention strategies determine who becomes a market leader. Not surprising to see that retention strategies constitute a lion’s share of your budget.
Automation helps businesses readily serve customers resulting in a massive increase in their client base and return on investment (ROI).
Adding to the treasure trove of automation in ThinkOwl, Event triggers allow you to speed up customer issues by automatically carrying out certain predefined actions. In the long run, the smallest action can enhance customer satisfaction.
Introducing Event Triggers
ThinkOwl’s intelligent workflow allows service agents to manage processes and responsibilities, and deliver the best experience to your customers.
To make the entire customer experience (CX) meaningful, ThinkOwl automatically sifts through all incoming service requests. Your customers may require varying degrees of help depending on your business’s size, scale, and nature.
Event Triggers identifies, prioritizes, and auto-assigns certain actions by evaluating multiple case attributes and case fields of incoming service tickets. Event Triggers ensures that nothing is missed out on a case by automatically carrying out actions that must follow an event.
- It helps move cases towards resolution faster.
- Agents save time to focus on core tasks.
- Automation relieves support agents from performing repetitive manual tasks.
How do Event Triggers Work?
Event Triggers highlights service tickets after an action is taken by your agent based on a set of conditions or case attributes like the customer’s name, address, the kind of ticket raised, etc.
Let us look at the example of a customer service center of a telecom service provider.
Customers can have a single issue or a combination of the various problems at various stages of their journey. ThinkOwl’s Event Triggers marks your customer service tickets whenever an action is taken.
Event Triggers identify, label, assign or prioritize a service ticket or a combination of tickets depending on organizational workflows.
Going back to the example of the telecom service provider - Let’s say a service ticket is raised for a customer who is facing three issues, namely “Bill Not Received,” “Poor Network Coverage,” and “Payment System Declined.” These are serious concerns, and if not addressed with a prompt resolution may result in customer dissatisfaction and churn.
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Increase Your CX Score With Automation
Event Triggers can be customized to set off when specific actions match an event or ticket characteristics for which a trigger is created.
Administrators can customize the labels for an event and mention in the descriptions why the Event Triggers is created to act at a particular time.
Send Automated Replies With Event Triggers
Users can customize the Event Triggers to send automated email messages to specific customer care agents who are generally assigned a particular type of case.
Automated email messages can also be sent to customers when it comes to service ticket requests wherein a field or customer site visit is necessary. These automated emails are also called ‘system mails.’
Let’s go back to our telecom service provider example once again and see how this feature works. Just to recall, one of the complaints by the customer was “poor network coverage.” Generally, such cases may require a technician’s visit to the customer’s residence or workplace.
With Event Triggers, the telecom service provider can send system emails to customers informing them of a technical support person’s visit. System emails can also be sent to agents who need to be briefed of any specific account action that may have been taken by other agents or any account activity that needs to be flagged.
The system keeps a record of all system mails and automated communication made to customers or service agents. Users can choose to display these communications or hide them. Old or invalid Event Triggers can be deactivated or deleted from the system.
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Customizing HelpDesk Keeps Customers Happy
Businesses prefer ThinkOwl for its ease of use, multichannel support, and rule-based automation like Event Triggers, wherein agents don’t lose time transferring tickets to relevant desks. Instead, they can focus on the core problem of customers and not get diverted by the redundant tasks involved in case management.
To leverage the Event Triggers feature and other effective automation, sign up for a 30-day free trial of ThinkOwl.