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Global Advertising Platform uses Formset to reduce handling time

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By Sara Liddle - August 02, 2023

Product: Formset

In the competitive landscape of global advertising, exceptional customer service is the cornerstone of success. One global player, powering over $140 billion in media spending worldwide, faced the challenge of efficiently supporting 80,000 users while managing a mega team of 150 customer service specialists across 10 locations. Their mission was to enhance the support experience and boost agent productivity without compromising on data accuracy. Formset from Cloudset had the perfect solution to complement their Zendesk platform.

With over 25,000 tickets to handle every quarter, presenting an exhaustive list of thousands of field options across multiple categories on ticket forms was unfeasible. The company needed a solution that would simplify the ticketing process for agents while maintaining data integrity. A configurable and user-friendly approach was vital to meet the demands of a diverse clientele.

The Solution

To revolutionize their customer service operations, the company turned to Formset from Cloudset—an advanced conditional fields add-on for Zendesk. Formset empowered them to create rule-based groups that streamlined the ticketing process. By dynamically displaying only the most relevant fields based on key selections, Formset allowed them to simplify the hierarchy with just five core categories, significantly reducing the number of field combinations agents needed to navigate.

  1. Empowered and Confident Agents: By limiting the options to five or six relevant fields, Formset significantly reduced the time it took for agents to complete tickets. The simplified process empowered agents, leading to higher job satisfaction and an increased ability to efficiently resolve customer issues.
  2. Data Integrity and Accuracy: Prioritizing only the most critical fields ensured that data capture was accurate and consistent across all tickets. This helped eliminate errors that might arise from a vast array of field options.
  3. Efficiency and Productivity: Formset's streamlined approach allowed agents to quickly and accurately populate tickets with relevant information. This increased efficiency resulted in agents closing more tickets each day without sacrificing the quality of support provided.
  4. Enhanced Customer Experience: Agents were able to focus on providing tailored and personalized support to customers rather than getting lost in a sea of options. This elevated the overall customer experience and fostered stronger client relationships.

Formset proved to be a game-changer in the company's customer service strategy. By reducing the number of available field combinations, agents were able to navigate through the ticketing process with ease. This resulted in a significant decrease in ticket completion time, leading to a marked increase in the average number of tickets closed per agent. Formset's ability to simplify the process also supported the company's scalability and allowed them to handle the growing demand from clients seamlessly.

Formset from Cloudset proved to be an invaluable asset for this advertising powerhouse, empowering its customer-service team to deliver exceptional support across the globe. By streamlining their ticketing process, boosting agent confidence, and ensuring data accuracy, Formset contributed to an enhanced customer experience and improved overall productivity.

Discover how Formset can optimize your ticketing process, elevate agent performance, and drive customer satisfaction. For more information and to explore how Formset can support your business, get in touch today, or reach out to us at sales@cloudset.net.

 
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