Empower your agents with AI
Great customer experiences are crafted from great support agents - the former does not exist without the latter. However, support agents can only craft great experiences if they’re empowered to do so through the right tools, lower ticket volumes, and manageable targets. Support teams have one of the highest attrition rates and lowest employee satisfaction leading to higher churn. This is what makes hiring and training one of the biggest challenges in support and frequent changes in team structure lead to constant pressure to resolve customer concerns at the least and not focus on going beyond expectations which in turn causes customer churn.
The need for support leaders right now is to empower agents by helping them help customers and not just blindly list targets. A burnt-out team quickly translates to a bad customer experience, eventually lowering CSAT and NPS. Bad customer experience adds more pressure onto the team, leading to higher team churn.
AI-powered tools can help empower your agents by assisting them to resolve customer queries faster. Threado AI is the only agent-first assistance tool that focuses on enabling agents to them provide better support.
How does Threado AI assist customer support agents?
- Threado agent assist: A Chrome extension that sits on top of any helpdesk or ticketing platform uses AI to summarize customer tickets or conversations. The bot is also capable of auto-suggesting responses based on customer questions and the agent can ask the bot to auto-improve responses to fit the tone, sentiment, and intent of the customer.
- Omnichannel support: Apart from providing agent assistance for ticketing platforms, the bot can be installed as a chat widget within the product, embedded on the website, and installed on Slack or Discord to auto-respond to agent queries. Threado is the only support tool that offers support on Slack.
- Improve knowledge base: Agents can leverage the bot to get well-formulated answers to customer queries and fill in the gaps of the unanswered queries by improving the knowledge base aka data on which the bot has been trained.
How can you prioritize agent assistance?
Choosing Tech Partners That Support Agent Development
In today's competitive landscape, retaining top talent is more critical than ever. Enhance your support team's morale and commitment by partnering with technology vendors that invest in agent-centric innovations. Consider companies like Zendesk, which has introduced a range of generative AI tools designed to boost agent experience by streamlining their workflows and enhancing their capabilities.
Tracking Agent Well-Being
Monitoring customer satisfaction is standard practice, but assessing your team's happiness is equally vital. Regularly engage with your agents to gauge their job satisfaction, just as you would collect customer feedback. This proactive approach allows you to pinpoint improvement areas and foster a supportive environment that encourages career growth.
Leveraging AI for Automation and Growth
Routine tasks can become a drain on your team's motivation and efficiency. Implement AI-driven automation to handle these repetitive duties, freeing up your agents to focus on more complex and rewarding work. Redirect the resources saved into comprehensive training programs, skill development, and career advancement opportunities. This strategic investment not only reduces turnover but also boosts overall employee satisfaction.