- The solution
Save time from answering repetitive tickets
Before implementing Jatana’s suggested replies, KitchenTime used to manually answer questions that, in most cases, required a macro (or ‘template answer’) to be solved.
With more than 350 macros on their Zendesk account, though, the time spent looking for the right macro was just too high.
As the approach was manual, the average response time was higher than what the team had set to achieve to maintain excellent customer support.
When ticket volume spiked, routing times increased significantly, and the backlog grew even more significant.
Moreover, the team was looking to “do more with less” and become more efficient, before increasing the size of the team.
Implement Jatana suggested replies
When looking for a solution, KitchenTime defined the primary goal: replace the manual selection of macros with intelligent suggestions to free up agents from redundant macro search and application work.
The company aimed to quickly automate their manual macro selection processes so they could reallocate their agents to higher value tasks.
The goal was to improve the overall customer experience and control the need to hire more agents, even while the company continued to grow and expand its services into new countries.
In particular, KitchenTime targeted an improvement in First Reply Time (FRT) scores through faster response times.
For the first time, we can meet our SLAs and provide the kind of support we want to provide to our growing base of customers.Anna Jagdhar Customer Service Manager
50% FRT reduction in 1 month
With Jatana’s suggested replies, KitchenTime was able to automate the selection of the majority of the macros in real time.
This dramatically improved FRT, which decreased from 38 hours to 19,5 hours in just a few weeks.
Also, the backlog disappeared, as support agents can now handle many more tickets in the same amount of time.
We achieved higher customer satisfaction, as our customer could receive the needed support in a shorter 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