By Steven Grady
Helpshift’s customers are some of the most insightful companies we know. While working with them, we tend to come across two common challenges: reduce customer effort and improve first contact resolution (FCR). Helpshift already has a great set of tools for reducing customer effort through our native FAQ feature. However, no matter how many self-service tools you give users, sometimes they need to contact you, and they rarely inform you of every detail agents need to know. Often times, issues required a back-and-forth between the agent and user so that enough information could be gathered to route or resolve the ticket. This results in a waste of time and resources that would be better spent elsewhere.
Imagine you take a ride with your preferred ridesharing service. You exit the vehicle at your destination but don’t realize you’ve left your bag containing important paperwork in the back seat of the car until much later. Reaching out to the company, you simply inform them that you lost a bag in one of your rides today. Since you’re not required to provide any other context, the issue must be looked at by a first-tier agent, who has to escalate it to the correct team. Now that agents needs to ask you follow-up questions to help them identify the item and the ride. Meanwhile, several hours have passed and you don’t have your bag back.
With Helpshift’s latest SDK release, that will be a problem of the past. Guided Issue Filing offers support managers an additional tool to gather contextual case information before an agent even looks at the issue. This means automations and routing actions can be performed with the use of tags that are automatically added based on a user’s self-selection of the issue, all before an agent even looks at the issue. Check out this blog post for a technical implementation overview.
In our ridesharing example, you will be prompted to inform the ridesharing service what you’re contacting them about so that the issue goes straight to the correct team and the agent can resolve your issue in a single message instead of a lengthy exchange. Helpshift can now reduce the effort your customers exert in solving a problem, and increase your first contact resolution rate by providing contextual information specific to the issue at hand.
Your user is already telling you why they’re reaching out, so Helpshift can apply a set of tags based on their selection. If you need to prioritize certain issues over others, use the automatically applied tags to route your cases into their appropriate Smart Views. This way you’re reducing the time it takes for the right agent to see the issue. You can even set pre-populated help text to serve as instructions on any information needed to solve the issue efficiently.
For example, if your user is having trouble with their order, they may select to contact you about ‘Order Issues’. The tags you may want to apply would be ‘Order Issue’ ‘Billing’, or some other tag to route the case to the correct smart view and team. These tags will need to exist in the ‘Active Tags’ section of the dashboard in order to be applied by the API.
From here, you can set up Smart Views to incorporate cases with the Order Issue and ‘Billing’ tags.
Make sure your developers have configured each topic to apply the corresponding tags. It’s advisable that you spend some time understanding your user contact flow to make sure the issues your users face are represented. In our example, any case that comes in through the ‘Order Issues’ topic will apply the labels, and appear in the designated Smart View.
You can make much more complex views and incorporate additional automations to make sure your different user types are still routed correctly as well. Since you’ve already configured the SDK to pass through custom data about your users (you HAVE done this, haven’t you?), you and create additional Smart Views to focus on new users with shipping questions, or VIP players with billing issues.
Let’s look at modifying our Smart View from earlier to incorporate VIP and New Users since both of these users will be high priority.
Note that we added the ‘vip’ and ‘new user’ tages under the ‘Has at least one of these tags’ fields. This will give us the vip and new user subset of billing and order issues. I went ahead and renamed the Custom View to better reflect the view, and I’ve changed group permissions so that only Admins and VIP Agents will be seeing these issues.
With tags being applied automatically, you can be certain that your tag data is more accurate than ever so you can better understand the reasons users are reaching out to you without relying on agents to remember to apply every applicable tag. You’ll be able to pull data on auto applied tags the same way you do now. Use this information to understand your most popular and least used topics; maybe no one is submitting issues under one category, but they’re also misclassifying their issue under another. You can use this feedback to tweak and refine your contact topics even further so you can fully optimize your in-app contact flow.
More to come
There’s a variety of interesting ways you can use Guided Issue Filing to optimize and improve your user’s experience. Consider using the automated tagging with other automations to get answers to your user’s quickly, or route your incoming issues to the correct teams immediately. Guided Issue Filing makes the overall support experience easier for you and your users.