Sara Liddle
Introduction
ABBYY is a recognized market leader for Document AI and Process AI and is used by thousands of companies globally to understand, read and act on data from any document, in any format and language, and deliver process-related insights to improve business process execution. ABBYY's purpose-built AI gives organizations the clarity they need from enterprise documents and the business processes they fuel to accelerate revenue-impacting decisions and drive better outcomes for customers. The company’s customer support team had three teams, different support requirements, and customer commitments that required an improved system and process to maintain its high standard of customer excellence.
Challenge
ABBYY faced limitations with Zendesk's native Service Level Agreement (SLA) Metric. This setup lacked the granularity and customization to define exactly how Metrics are started and stopped to meet the diverse needs of their customer base. With three different teams and customer types operating in the SaaS world, ABBYY required a solution that could provide specific programming to manage many ticket types effectively. Focusing on First Response is a one-time metric and the company wanted more to improve the customer experience and deliver even greater customer satisfaction.
Solution
Performset by Cloudset offered the flexibility and customization ABBYY needed to overcome their SLA challenges. It allowed them to customize not only the first response but also intermediary responses using update timers. Performset also enabled them to set times down to the minute for first responses and updates, with specific business hours and regions being modelled tailored to each customer type and location whether standard or bespoke.
Benefit
The key benefits of Performset for ABBYY included improving their overall ticket resolution time by focusing on intermediary response timers. The support from Cloudset has been exceptional, leading ABBYY to wholeheartedly recommend Performset.
"Delivering a superior customer experience is a core value at ABBYY. Improving our overall ticket resolution time by focusing more on the intermediary response timers helps us effectively meet SLAs and achieve customer excellence standards. The support from Cloudset has been amazing, and we would definitely recommendPerformset." Viacheslav Prodan, Senior Director of Systems, Processes andAutomations at ABBYY .
KeyProduct Features That Made the Difference
Real-Time Timers: Performset enabled ABBYY to custom start and stop Metrics and receive real-time updates, allowing for precise SLA Management.
Comprehensive User Interface: The user interface provided agents with a comprehensive view of the ticket timeline, including configurations, regions, and business hours.
Chrome Extension: Using the Chrome Extension, agents could quickly identify which tickets needed prioritization at a glance, enhancing efficiency.
ABBYY has significantly improved its support to customers using the SLA performance management tool. Performset was a crucial element to improving the overall customer experience.
Ready to enhance your SLA management and improve customer satisfaction like ABBYY? Schedule a personalized demo today to see how Performset by Cloudset can streamline your support operations. Contact us at sales@cloudset.net or visit our website to learn more and take the first step towards optimizing your Zendesk experience.
