Problem Definition

In an Medical Device company, the customer support team was oftenly asked about the same topics while providing a different customer experience according to the agent handling the case.

The customer support team was overwhelmed and could nod provide excellence to each case and could not improve due to repetitive tasks.

Missclasification of cases due to the extensive manual work. The team made errors that impacted other teams due to manual work.

Technology stack of the client

Ticketing Plattform: Freshdesk

Quality Management System: Greenlight Guru

ERP: Odoo

Goal

Reduce repetitive work, increase the service quality, standarize the service, enhance the customer experience, decrease the error rate.

Solution offered

1. Find the top 50 querys from the customers
2. Define the standard customer experience for each of those querys
3. Create a Knowledge Base of Solutions Articles to guide the team and the customers through these querys (Integrated with Freshdesk)
4. Create an AI bot that intakes the customer communications, searches in the knowledge base if there is any matching solution and answering back to the customer.
5. If there is no solution, a note is logged into a file with the specific problem, so the team can create a new solution for the Knowledge Base.

This lead to the standardization of the Support Proccess, offered customers a better and similar experience, allowed the team to spend their time in creating value and motivated the team by giving real challenges.

Enhancement #1