guaranteed TAT on customer queries
A leading B2B payment provider in Indonesia struggled with managing 800+ customer queries daily on client WhatsApp groups. Payment-related issues required fast turnaround times (TAT), but agents had to track messages, create tickets, and input them into HubSpot manually, which led to delays.
Without a streamlined system for ticket assignment and prioritization, it became difficult to ensure timely resolutions and track unresolved issues.
The firm adopted Periskope to streamline its customer communication workflows. Key features of the solution included:
Multi-agent WhatsApp Group and Chat Management: Periskope allowed 25 agents to access all WhatsApp groups via email login, ensuring seamless collaboration while avoiding duplicate responses to customers.
Automated Ticket Creation and HubSpot Integration: Customer queries from WhatsApp were automatically converted into tickets and pushed to HubSpot, ensuring that all customer issues were centrally stored and easily trackable.
AI-Powered Message Flagging: Important messages were automatically flagged by AI, enabling the support team to prioritize responses and handle urgent issues in a timely manner.
Performance Tracking: Periskope provided the firm with insights into key performance metrics such as response times, open ticket volumes, and overall message inflow and outflow, giving them full visibility into their customer support operations.
By implementing Periskope, the firm now seamlessly manages 800+ daily queries from large enterprise customers with a guaranteed TAT of under 15 minutes, leading to a 8 point increase in NPS in the first three months.
