- The solution
Save Time From Answering Repetitive Tickets
Prior to implementing Jatana’s suggested replied, the company ran a dedicated team to manually answer questions that, in 95% of the cases, required the same 5 macros (or ‘template answer’).
Their approach was very manual, as no smart system was installed to speed up the process.
Furthermore, the company was growing at a rapid pace. Even while working around the clock, the time it took from ticket creation to macro application was too high.
When ticket volume spiked, routing times increased significantly and the backlog grew even bigger.
Implement Jatana Suggested Replies
When it was to improve ticketing and answering processes, XPLORA defined the primary goal: replace manual selection of macros with intelligent suggestion to free up agents from simple, redundant macro search and application.
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.
In particular, XPLORA 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 XPLORA decided to implement Jatana to meet their goals, and solve their backlog and customer service challenges.
I couldn’t believe that an AI tool could be so easy to implement. A#er a 3- clicks installation process I could already see the benefits Jatana provides.Klaas Romer Happiness Members Officer Europe
30% AHT Reduction In 1st Month
With Jatana’s suggested replies, XPLORA was able to automate the selection of the majority of its top macros in real time.
This not only improved AHT, but helped automatically improve CSAT.
Happiness Members Officer Europe
CEO of BetterNow
Customer Service Manager
We also love to see how Jatana gets better and better in suggesting the right macro over time: the accuracy of the suggestions is quite astonishing.
Stocard Customer Support Manager
A Zendesk Technology Partner
Jatana is also a selected company for the Zendesk Startup Program at Station F