- The solution
Boost productivity of non-support team members
Prior to implementing Jatana’s suggested replies, the company had a small team to manually answer questions.
As the company was growing at a rapid pace, everyone in the team was called to provide customer support when needed.
This prevented the sales team to do what they could do be"er: sales.
When ticket volume spiked, the team needed a solution to handle the increasing amount of requests without involving the sales team anymore.
Implement Jatana suggested replies
Bloomaker therefore defined a primary goal: avoiding to involve members of the sales team in support operations, so that they could focus on selling.
The company looked around for possible solutions and found that Jatana’s Artificial Intelligence could be of help to suggest the best macros (‘template answers’) to their current support agents, who could in return work on more tickets on a daily basis.
In particular, Bloomaker targeted an improvement in AHT scores through faster response times, resulting in a be"er overall customer experience.
A#er researching their options, the support team at Bloomaker decided to implement Jatana to meet their goals and solve customer service challenges.
As most people in customer service know, adding a person temporarily does not double efficiency. Jatana was able to suggest the right macros very quickly and cut down on the time it takes to solve tickets.Gilles Paternostre Head of Customer Support
25% productivity boost in 1 month
With Jatana’s suggested replies directly inside Zendesk, Bloomaker was able to dramatically speed up the selection of the majority of its top macros in real time.
This not only improved AHT, but automatically helped improve the productivity of all those non-support team members that were called to support operations in moments of peak.
Within a month, Bloomaker could see an average 25% productivity boost in those team members, who could focus on their own tasks and increase sales at the same time.>
Happiness Members Officer Europe
CEO of BetterNow
Customer Service Manager
A Zendesk Technology Partner
Jatana is also a selected company for the Zendesk Startup Program at Station F