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Automation of Customer Support
Reduce response time and automate routine activities with the templates, rules and integrations.
Templates
Configure pre-saved answers and reply to the frequently asked questions with just one click.
Rules
Automate the routine activities — let the support team to focus on the customers.
Integrations
Integrate all the tools you use into UseDesk, and start operating them all from one interface.
Automation of Customer Support
Reduce response time and automate routine activities with the templates, rules and integrations.
Templates
Configure pre-saved answers and reply to the frequently asked questions with just one click.
Rules
Automate the routine activities — let the support team to focus on the customers.
Integrations
Integrate all the tools you use into UseDesk, and start operating them all from one interface.
Automation of Customer Support
Reduce response time and automate routine activities with the templates, rules and integrations.
Templates
Configure pre-saved answers and reply to the frequently asked questions with just one click.
Rules
Automate the routine activities — let the support team to focus on the customers.
Integrations
Integrate all the tools you use into UseDesk, and start operating them all from one interface.
We actively started creating the rules for frequently asked questions. We added the keywords to conditions, and we are keeping adding new ones as we identify them when reading through the tickets. Thus, the automation process has started its work. We noticed an increase in number of the tickets closed automatically over time — 5%, 17%, 20%, and 25%. Today, 3 months after we started automation, 35% of tickets are processed automatically.
One more secret — the response templates. The importance of the templates is that they reduce the amount of manual work done by the support specialists. In the template, you can indicate the follow-up actions — close the ticket, or add tag to it. No need to do routine repetitive tasks — like updating the status from Open to Completed, and so on. This affects the total response time, and when measured across the department, the response time has improved significantly.
35% of replies are now automated in MoneyMan
How Templates Work
Prepared in advance, pre-saved responses to frequently asked questions.
Using the templates, the agents respond to familiar questions with just one click. Templates are classified into categories by topic to enable faster navigation and search.
In addition to text message, you can attach the documents, so that you do not need to search for a file with a commercial offer or contract when you want to send it to a customer.
The actions that are enabled by settings automatically change the status of the request and add the proper tags to it. Thus, even in case an employee has chosen the wrong status, the actions set by template correct the mistake.
In addition to text message, you can attach the documents, so that you do not need to search for a file with a commercial offer or contract when you want to send it to a customer.
The actions that are enabled by settings automatically change the status of the request and add the proper tags to it. Thus, even in case an employee has chosen the wrong status, the actions set by template correct the mistake.
How Rules Work
The rules validate the conditions of a request and direct performance of the specified actions.
You set up the rules:
Conditions — the parameters of a request to validate,
Actions — the actions to perform, when those conditions are met.
Conditions — the parameters of a request to validate,
Actions — the actions to perform, when those conditions are met.
Why You Should Use Rules
Assign Responsible Agent
Requests regarding the "payment" are sent directly to accounting department, and questions about a "bug on the website" are escalated to the second line of technical support.
Notify Manager
When it took too long for an agent to deliver response to a customer, the customer gives a low score, and the manager gets an email notification about this.
Automate Responses
The rules identify the keywords in a customer's message, and auto-reply that corresponds to the keywords is sent to the customer.
Update Sender's Email Address
When you receive a message from "no-reply" email address, the rule replaces it with the email address from the customer's message. You can respond to the customer promptly without any extra moves.
Increase Priority
Questions from VIP-customers are assigned with the higher priority automatically so that they are first in line to have the answers.
Remind the Customer About Yourself
Sometimes a customer forgets to answer your question, and his problem remains unresolved. The rule directs sending the reminders, when the customer did not respond for more than one day.
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