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Flowgear Sync

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Customer Support

What problems are you trying to solve in your Customer Support Department?

Customer support teams are often challenged by siloed systems, manual processes, and the need for quick access to accurate customer data. Flowgear helps customer support departments by integrating support platforms, CRMs, and communication tools, enabling faster, more efficient resolutions and improving the customer experience.

Enable seamless data sharing across your organization with a single source of truth.

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Solutions > Department > Customer Support

What problems are you trying to solve in your Customer Support Department?

Customer support teams are often challenged by siloed systems, manual processes, and the need for quick access to accurate customer data. Flowgear helps customer support departments by integrating support platforms, CRMs, and communication tools, enabling faster, more efficient resolutions and improving the customer experience.

Enable seamless data sharing across your organization with a single source of truth.

Back to Flowgear Solutions
Customer Support > Use Cases

Practical Examples and Use Cases Where Flowgear Can Help Customer Support Departments

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Ticket Management Automation

  • Automate Ticket Creation

    Integrate your customer support platform (e.g., Zendesk, Freshdesk) with communication tools like email, chat, or social media to automatically generate tickets from customer interactions. This ensures no customer request is missed and tickets are accurately tracked.

  • Real-Time Ticket Updates

    Sync ticket statuses between support platforms and CRM systems, ensuring that support teams and customer-facing departments have real-time visibility into open issues, pending actions, and resolutions.

  • Prioritization and Escalation

    Automate the prioritization of support tickets based on predefined criteria (e.g., severity, SLA deadlines), and route them to the appropriate agents or teams for faster resolution.

Customer Data Integration

  • Unified Customer Profiles

    Integrate your CRM (e.g., Salesforce, HubSpot) with your support platform to create a single, unified view of each customer. Support agents can access customer purchase history, previous interactions, and account details without leaving their support tool, enabling faster and more informed responses.

  • Interaction History Sync

    Automatically sync customer interactions across phone, email, live chat, and social media to give support agents full visibility into past communications, ensuring personalized and context-rich customer service.

  • Automatic Contact Updates

    Integrate communication channels with your CRM to automatically update customer contact details and preferences based on their interactions with your support team.

Self-Service and Knowledge Base Integration

  • Automate Knowledge Base Updates

    Integrate your support platform with your knowledge base (e.g., Zendesk Guide, Confluence) to automatically update self-service articles based on ticket trends and customer inquiries. This keeps your knowledge base relevant and up-to-date.

  • Contextual Self-Service Suggestions

    Use customer interaction data to automatically suggest relevant self-service articles to customers when they submit tickets or inquiries, reducing the workload for support agents and improving resolution times.

  • Multichannel Self-Service

    Integrate your knowledge base with chatbots, messaging platforms, and your website to offer self-service options across multiple channels. This allows customers to resolve common issues without contacting support.

Live Chat and Omnichannel Support

  • Omnichannel Ticketing

    Integrate live chat, email, social media, and phone systems with your support platform to create a seamless omnichannel experience for customers. All interactions are logged in a central system, ensuring consistency regardless of the channel.

  • Live Chat Automation

    Integrate live chat tools (e.g., Intercom, Drift) with your CRM and support platform to automatically create tickets from chat sessions. Chatbots can handle common inquiries and escalate complex issues to human agents when necessary.

  • Unified Communication Management

    Connect all customer communication channels (e.g., Slack, WhatsApp, email) to your support platform, enabling agents to manage all interactions from a single interface, reducing response times and avoiding missed messages.

Service Level Agreement (SLA) Monitoring

  • Automate SLA Tracking

    Integrate your support platform with SLA management tools to automatically track response and resolution times. Flowgear ensures that support tickets are escalated if they approach SLA breach points, helping you maintain service quality.

  • Real-Time SLA Reporting

    Automatically generate reports on SLA compliance by integrating support systems with reporting tools like Power BI or Tableau. This provides insights into ticket resolution times, agent performance, and areas for improvement.

Customer Feedback and Surveys

  • Automate Feedback Collection

    Integrate your support platform with survey tools (e.g., SurveyMonkey, Typeform) to automatically send customer satisfaction surveys (CSAT) after tickets are closed. Responses are logged in your CRM or support platform for ongoing performance analysis.

  • Feedback Loop Automation

    Automate the follow-up process for dissatisfied customers by triggering actions based on negative survey responses, such as routing the ticket to a manager or sending an apology email. This helps address issues quickly and improves customer retention.

  • NPS Tracking

    Integrate Net Promoter Score (NPS) tools with your support platform to automatically track customer loyalty based on their support experiences. Flowgear can simplify the calculation and reporting of NPS scores, providing insights into customer sentiment over time.

Agent Performance and Analytics

  • Agent Performance Dashboards

    Integrate your support platform with business intelligence tools to create real-time dashboards that track key performance indicators (KPIs) like resolution time, ticket volume, and customer satisfaction. This provides management with insights to optimize agent performance.

  • Ticket Resolution Insights

    Automatically generate reports on ticket resolution trends, identifying common issues, peak periods, and bottlenecks in the support process. This helps improve workflows and resource allocation.

  • Agent Skill-Based Routing

    Automate ticket assignments based on agent expertise and past performance by integrating skill-based routing tools with your support platform, ensuring the most qualified agents handle tickets.

Integration with eCommerce Platforms

  • Order and Shipment Inquiries

    Integrate your eCommerce platform (e.g., Shopify, Magento) with your support platform to automatically pull order and shipment details when customers request queries. This gives agents instant access to the information they need to resolve issues quickly.

  • Return and Refund Processing

    Automate handling returns and refunds by integrating your eCommerce platform with support systems. Tickets related to returns can trigger automatic refund workflows, keeping customers informed and speeding up the process.

Compliance and Security

  • GDPR and Data Privacy Automation

    Automate customer data requests (e.g., data deletion or export requests) by integrating your support platform with data privacy management tools. This ensures compliance with regulations like GDPR and reduces manual effort.

  • Audit Trail Creation

    Integrate support tools with auditing software to automatically create and maintain audit trails of customer interactions and ticket resolutions. This helps with regulatory compliance and internal audits.

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Flowgear integrations used in Customer Support departments.
Datto Autotask (formerly Autotask PSA)
Microsoft Teams
Salesforce
SharePoint Online
SMS

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We are thrilled to extend our deepest gratitude to all who contributed to the monumental success of Flowgear Sync 2024, pioneering integration and automation conference.

It was an absolute pleasure meeting face-to-face with our incredible customers and partners to discuss how businesses around the world are harnessing the power of platform-based integration to create efficient processes.

If you couldn’t catch the sessions live, don’t worry! You can watch the recordings at your convenience.

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