Joybird offers premium quality furniture customized by their customers to meet their specifications. Every month Joybird receives around 8,000 tickets via email, online contact forms and SMS and a dedicated team of 12 agents engages with customers every day for both pre and post-sales support.
12 agents supporting customer communications via email, webform and SMS with near term plans to implement live chat without increasing headcount.
Low Macro Usage
The 12 agent team was running at capacity and responding to most of the messages manually, without leveraging the powerful macros on Zendesk.
Auto-tagging for creating custom views and reports helps recover valuable agent time by reducing the effort required for manual triage and ticket classification.
AI Suggested Macros
When an agent receives a new question, they are also presented with AI-suggested macros reducing time needed to search for responses.
With DigitalGenius, Joybird was able to empower their customer service team to quickly repond to customer inquiries by using more macros and not having to manually tag tickets. Macro usage alone increased by 215% (according to data collected in May 2017), providing customers with more consistent and timely responses.
Data: May 2017