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.
ThinkOwl’s intelligent workflow allows service agents to manage processes and responsibilities and deliver the best experience to 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 identify, prioritize, and auto-assign certain actions by evaluating multiple case attributes and case fields of incoming service tickets. By automatically carrying out actions that must follow an event, Event Triggers ensures that nothing is missed on a case.
Event Triggers highlight service tickets after your agent takes action based on a set of conditions or case attributes, such as the customer’s name, address, the kind of ticket raised, etc.
Let us consider the example of a customer service center of a telecom service provider.
Customers can have a single issue or a combination of problems at various stages of their journey. ThinkOwl’s Event Triggers mark 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 telecom service provider example, Let’s say a service ticket is raised for a customer who is facing three issues:
“Bill Not Received,” “Poor Network Coverage,” and “Payment System Declined.”
These are serious concerns, and if not addressed with a prompt resolution, they may result in customer dissatisfaction and churn.
Also Read: AI Helpdesk Software is The Backbone of Service Companies. Know Why!
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.
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 revisit our telecom service provider example and see how this feature works. One of the customer's complaints was “poor network coverage.” Generally, such cases may require a technician to visit 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 on 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 communications sent to customers or service agents. Users can choose to display or hide these communications. Old or invalid Event Triggers can also be deactivated or deleted from the system.
Also Read: Utility And Benefits Of ThinkOwl's Smart Responses Powered By AI
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.
Sign up for a 30-day free trial of ThinkOwl to leverage the Event Triggers feature and other effective automation.