Predictive Analytics and Automations to Power Real-Time Support.
TheLoops, an intelligent support operations data platform, is now available on Zendesk’s Marketplace – a one-stop-shop that enables organizations to find partners, apps, and integrations to increase agent productivity, streamline workflows, and drive customer satisfaction. TheLoops enables real-time support by contextualizing customer, product and usage data for agents all within Zendesk. It also contextualizes support data for department managers giving them a mission control center for their support operations.
With TheLoops app installed in Zendesk, agents can resolve complex issues faster. And support leaders can understand trends and set real-time triggers for service level objective breaches. The platform transforms customer support from a reactive cost center to a proactive growth-oriented operation differentiating a company’s product services.
“We’re always putting customers first and finding new ways that they can get more value from their Zendesk experience. It’s imperative that business leaders transform support from a cost center to a growth driver,” said Jakub Glodek, Sr. Director, Emerging Technologies, Zendesk. “With TheLoops integration, companies can build an agile, scalable support operations solution that improves the quality of engagements and creates loyal relationships.”
Empower Your Agents with Predictive Insights for Real-time Support
With the platform’s built-in AI, agents can understand customer sentiment, identify where the user is facing a problem in the product, and predict where additional problems might arise in the future. By resolving issues in real-time, escalation volumes drop and even backlogs are reduced with data-driven prioritization of tickets.
Intelligent Support Operations Transforms the Product Experience
TheLoops gives support leaders both a mission control dashboard of their operations and a customizable process flow for optimizing interactions and service level objectives. The dashboards help leaders identify trends in customer interactions, understand agent performance, identify knowledge gaps, and manage ticket backlogs in real-time. By contextualizing support operations data with customer revenues, leaders can align team efforts behind the most impactful product improvements. By using TheLoops support now becomes a driver of revenue for the business.
Sean Peters, Head of ACX Services at Ada, explains how TheLoops has had a significant cultural impact on his organization: “I think the biggest impact has been around internal prioritization. By bringing the context from Salesforce, Zendesk, Jira for our client success teams, it’s allowing us to make quicker and more real time decisions on what is the priority, impact of every customer interaction. And it’s actually helped bring our teams together on the same view.”
TheLoops is intelligent support operations for product growth. It’s the only automated support data platform that brings context to the entire customer journey with user, operational and customer data. Its predictive capabilities increase agent productivity, gives managers a mission control center and transforms support into a real-time operation. For more information visit www.theloops.io.