Fast Track Your Journey to Proactive Support with Intelligent Swarming
In the era where the world moves at break-neck speed, modern customers getting stuck in the waiting room limbo can be detrimental to any business.
Imagine this: A B2B customer reaches out to an e-commerce company about missing products in an order. The agent runs a search through the knowledge bases and tries to connect with various colleagues for help. As time passes, the customer gets more and more frustrated. Unable to find any info, the agent ends up escalating the case to the next-tiered agent who in turn will hand it off to a tier 3 agent. That’s messed up, right? This is how reactive models like tiered support works.
Whereas, intelligent swarming flips this vexing scenario on its head. If the same case popped up in a swarming culture, the agent is suggested with the best-fitting expert on the matter to troubleshoot the issue rather than tossing the case over the wall. This puts an end to the incessant routing, re-routing, escalation, etc. Once a resolution is reached, the agent documents the step-by-step approach in a KB to help other agents with similar issues for future reference. This cultivates a collaborative culture and eliminates unnecessary hand-offs, thus improving support efficiency and CX.
So, which one do you prefer to elevate your CX and EX? An archaic inconsistent model or a consistent and streamlined approach? The latter one, right? I knew you were a smart one!
How Cognitive Technology Catapults Intelligent Swarming for Proactive Support & Success
Instating and fostering a swarming culture is easier said than done but it is possible. It requires getting out of the comfort zone and abolishing the existing structures of hierarchy. Cutting-edge technologies like cognitive tech butter-smooths your transition journey in multiple ways. Here, at SearchUnify, we have AI-powered apps like Agent Helper that lets you unlock the full potential of agent swarming. Let’s dive deeper to know-how.
Agent Helper: There are times when agents seek additional expertise from other departments. Instead of requesting hand-off, a collaboration tool can be in the place where they can reach out to the subject matter experts (SMEs) for case resolution.
Agent Helper got you covered. It provides you to access collaboration tools like Slack from within the console. At first, agents can access existing channels first for similar issues that have already been resolved and are available as knowledge in the platform.
If they are unable to find the relevant information, they can use a custom workflow in Slack to open a form and fill out the key details like the case number, the urgency level, and the subject matter. This automatically allows the post to be shared in swarm channels and the relevant solutions are shared with the agent accordingly. Convenient, right?
Want to Explore Intelligent Case Swarming in Action?
We’ve just brushed the tip of the iceberg. There’s a lot more that Swarming brings to the table. Want to know how? We’ve just rolled out the biggest product release of the year— Mamba ‘22.
In the era where the world moves at break-neck speed, modern customers getting stuck in the waiting room limbo can be detrimental to any business.
Imagine this: A B2B customer reaches out to an e-commerce company about missing products in an order. The agent runs a search through the knowledge bases and tries to connect with various colleagues for help. As time passes, the customer gets more and more frustrated. Unable to find any info, the agent ends up escalating the case to the next-tiered agent who in turn will hand it off to a tier 3 agent. That’s messed up, right? This is how reactive models like tiered support works.
Whereas, intelligent swarming flips this vexing scenario on its head. If the same case popped up in a swarming culture, the agent is suggested with the best-fitting expert on the matter to troubleshoot the issue rather than tossing the case over the wall. This puts an end to the incessant routing, re-routing, escalation, etc. Once a resolution is reached, the agent documents the step-by-step approach in a KB to help other agents with similar issues for future reference. This cultivates a collaborative culture and eliminates unnecessary hand-offs, thus improving support efficiency and CX.
So, which one do you prefer to elevate your CX and EX? An archaic inconsistent model or a consistent and streamlined approach? The latter one, right? I knew you were a smart one!
How Cognitive Technology Catapults Intelligent Swarming for Proactive Support & Success
Instating and fostering a swarming culture is easier said than done but it is possible. It requires getting out of the comfort zone and abolishing the existing structures of hierarchy. Cutting-edge technologies like cognitive tech butter-smooths your transition journey in multiple ways. Here, at SearchUnify, we have AI-powered apps like Agent Helper that lets you unlock the full potential of agent swarming. Let’s dive deeper to know-how.
Agent Helper: There are times when agents seek additional expertise from other departments. Instead of requesting hand-off, a collaboration tool can be in the place where they can reach out to the subject matter experts (SMEs) for case resolution.
Agent Helper got you covered. It provides you to access collaboration tools like Slack from within the console. At first, agents can access existing channels first for similar issues that have already been resolved and are available as knowledge in the platform.
If they are unable to find the relevant information, they can use a custom workflow in Slack to open a form and fill out the key details like the case number, the urgency level, and the subject matter. This automatically allows the post to be shared in swarm channels and the relevant solutions are shared with the agent accordingly. Convenient, right?
Want to Explore Intelligent Case Swarming in Action?
We’ve just brushed the tip of the iceberg. There’s a lot more that Swarming brings to the table. Want to know how? We’ve just rolled out the biggest product release of the year— Mamba ‘22.
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