Customer Care
Creating a centralized service center from scratch
As a start up with limited software capabilities, we quickly discovered that our in-house messaging function was not cutting it for the volume of messages the support team was receiving. Additionally, each support member was receiving separate messages from customers that were not visible to the rest of the team.
The Solution
I created a multi-channel communications app and integrated it into Microsoft Teams so that all of our agents had access to the same messages at the same time
This solution utilized Twilio to send and receive SMS messages, Outlook to send and receive emails, telephone via Ring Central, and our the in-house chat functionality of our system
The Impact
All users were able to have visibility on incoming support requests in a "Queue-Style" format where they could be assigned, commented, and updated accordingly