Managing Requires Optimal Performance
Our client is a manager of a customer support team that counts over 50+ people in a globally leading insurance group.
Customer support is a crucial function. They represent the face of the full organization and are always on the frontline whenever customers need assistance.
As the manager of such a large group, our client is responsible for building, running and maintaining excellent communication, offering effective training and providing both resources and feedback whenever necessary. Of course, all this has to happen with the right mix of stability and celerity, while never cutting short on quality.
The team is constantly evolving, as new methods and technologies are introduced to help them provide better support to their customers. They are always looking for ways to improve their service, and work closely with their partners in the customer support industry to do so.
However, sometimes efforts failt to live up to specific expectations. Employees often find it difficult to respond quickly and maintain high satisfaction scores. This can be due to a number of factors, such as a slower reaction time or a lack of focus.
If employees find it difficult to keep up with the demands of their work, it can lead to frustration and a decreased level of satisfaction.
The Drive for Change
Our client realized they needed to spend less time on operational activities in order to focus on achieving scalable growth and new objectives in less time.
Communication is an essential part of customer support: when a customer has a question or complaint, support specialists need to be able to respond both quickly and in a clear, easy to understand way.
Poor communication can lead to misunderstandings and unpleasant experiences. By ensuring that all support staff are well-trained in communication techniques, companies can ensure that their customers have the best possible experience when dealing with support issues.
”I needed a tool that can ensure professionalism in the response of our CS team. We struggled a lot due to the high turnover and a lower educational standard in our function”.
Integrating an AI writing tool in the work of a customer support team can sound odd at first, but it certainly delivered significantly positive results for our client and also set in motion a different approach to their daily work routine.
”Training our employees to use TextCortex email writing function has helped tremendously in keeping communication clean and professional. Also the enterprise support of TextCortex is excellent. They were able to release a new writing feature which we talked about in a matter of days.”
Instant Results with TextCortex
Our client has told us about the fields where our AI writing tool has proved to be most useful and, above all, quick to deliver results.
TextCortex has assisted both him and his team in the process of both writing emails and replying in the most efficient way possible to customers. Additionally, with its Paraphrase & Simplify features, it has made the job of explaining something to confused clients a breeze.
Customers received support that was provided through a more immediate, clear and understandable communication.
Customer Support Emails Written in Seconds
TextCortex works well and, most importantly, it works quick while never sacrificing the quality of the final result. Our bullet point to email feature will work wonders in terms of email writing and clear communication: simply highlight 3 to 5 bullet points and let our AI companion turn them into a meaningful message!
Quick AI Reply Feature
To further accomodate the needs of our user base, we have developed an AI-powered feature that generates sparkling email replies in an instant.
Whether they're responding to a client, colleague, or potential customer, our system will tailor its responses to match the tone and context of their email.
Moreover, users will be able to use our Persona feature outside of our virtual assistant ZenoChat for the very first time! This will allow them to further personalize their email replies and make sure they always sound exactly how they want them to.
ZenoChat: Fully Customizable Virtual Assistant
As a virtual assistant, Zenochat can help you automate responses to frequently asked questions, generate personalized responses to customer inquiries based on their specific needs and preferences.
You can also ask Zeno to analyze customer feedback and provide actionable insights to help improve products and services!
Overall, Zeno’s ability to process large amounts of data quickly and accurately can help customer support teams work more efficiently and effectively.
In our App's Individual Personas section, you have the option to personalize your AI experience based on your preferred mode of communication.
You have the freedom to build your own persona by providing the input of your choice: with this feature, you can create a Travel Guide, an assistant, your very own virtual twin or anyone else you desire!
The Knowledge Bases section of our App allows you to upload your documents and access information from them directly within ZenoChat: your AI companion will be able to tap into a vast collection of information that is tailored to your specific needs.
No More Language Barriers
Translating is an important aspect of customer service because it enables businesses to effectively communicate with their customers in a way that is clear and easily understood, regardless of language barriers.
That’s why the TextCortex toolbar has a translation feature that supports 28 languages!
No More Confused Customers: Rewrite & Simplify
Our rewrite feature can help you to better understand customer queries or complaints, particularly if the customer is using complex language or terminology that you may not be familiar with.
Moreover, imagine attempting to explain something very detailed and difficult to understand to a customer that is asking for information or is experiencing an issue.
Our simplify feature will make conveying any explanationor detailed content in an understandable way a breeze!
TextCortex Everywhere, All the Time
As a customer support professional, you can use TextCortex on 30.000+ platforms (including existing CS suites) and connect Zeno with thousands more apps via Zapier!
Sometimes Growth Stems from Minor Shifts
There has recently been a high turnover rate in employees at our client’s organization and his has caused some issues as many staff members had to be replaced.
A high turnover rate can be difficult for an organization to manage. This is because it means that a lot of new, inexperienced employees are being brought on board each year, and it can be difficult to keep track of them and ensure that they are performing to the company's standards. It’s crucial that they dive in the right type of communication and learn to reduce the amount of time spent on trivial operations.