"Instead of labeling cards with persona-based labels (such as 'Trello for Teachers'), we label each card according to which of our content parameters it fits into," Moon says. It's so interesting to see boards evolve as teams grow, and as projects change. As Trello's hiring needs increased, they developed a more organized, transparent way to prepare new job roles. The recruiting team created their board only three months ago. "If anyone who hasn't been looped in about the role pops into the Recruiting Hub board briefly, they can look at the description field of the Trello card and get a very quick view of the basics for that particular recruiting process," Lewis says. A template card on the far left of the board helps make sure each card follows the same markdown format. To maximize transparency, the recruiting team fills in details about the role in the description field of each Trello card. At that point, we're already ready to go." "It prevents us from getting to the interview stage for a role and still be discussing what exercises to give candidates. "The checklists within the cards help us make decisions early on," Lewis says. In addition, the in-app messaging option allows you to send a message from any website, blog or application using a tag: you reduce your support requests.By using checklists on Trello cards, the recruiting team can track when cards are ready to move to another list This is the tool to improve your customer support service. The tool can be customised with Self service or Ask first, which guides customers in the best possible way.
The live chat option limits the volume of conversations to be handled by your agents: your customers find an answer easily thanks to the Beacon tool.īeacon ensures that the chat window only appears if an agent is available. It is also possible to make them accessible via the Help Scout Beacon chatbot. Then embed your articles on any web page (including pop-up or sidebar location). Each company can create articles with customisable categories, related articles and keywords for search engine optimisation (SEO). The database is customisable by any agent via the Help Scout message editor. The articles are both for agents (advice on relevant information to give) and for customers (searching for solutions independently).Īccording to Help Scout, this feature reduces agent-customer conversations by 20%. Its main feature is a highly developed knowledge base designed to improve customer service. Read our guide to best practice in customer retention. The multi-channel approach to managing support tickets is a real asset.
Developed with AI based on “if-then” logic, they perform repetitive tasks and save you time: creating grouped emails, assigning conversations to agents, etc.įor example, if a customer message contains the word “laptop”, the system will direct the message to your specialist for handling. The management system is complemented by Help Scout’s automated workflows. The little extra: switching from the inbox to a one-to-one discussion with the customer is just a click away.
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