Now, they no longer need to switch systems to find user details, history or any other customer data. It was important to not change the day to day for agents too much and make it easy for them to get used to the new system.įor Moty, the biggest advantage was having everything agents need inside tickets. Yael viewed moving to a solution with an intuitive, easy-to-learn UI as a high priority. To save time and ensure that tickets aren’t missed, they are automatically tagged and added to the right groups, allowing later analysis. On top of that, with specific keywords the system recognises spam tickets and closes them.
Call viber customer service activation code#
Users need an activation code which is generated by an automatic action that sends a code and then closes the ticket. Answers provided the crucial strong connection between Viber’s website and support platform.Ī good use case for the importance of this connection opening an account. This is why Moty was looking for a system that “easily communicates between the platform and the actual website.” Previously, these entities were not well connected. This avoids having agents tackle huge waves of tickets manually everyday. All of these cases need to be handled automatically via an API. There are also GDPR-related tickets opened via a unique contact form with dynamic fields. Due to the nature of their business, many incoming tickets are customers reporting groups, content and ads, for which agent replies aren’t necessary. This allows thousands of tickets a day to be streamlined because they are automatically closed or dealt with by being sorted into specific groups.
“Our main challenge is that we’re a small team with a high volume of users, so we were looking for a very flexible system that accommodates those needs.” Moty Rokach, Senior Director, Customer Service & Operations at ViberĬreating automatic flows for tickets that don't actually need to be handled by an agent was a must for Viber. This is something Viber needed urgently since views and groups previously could not be organized freely.
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While agents only see 3-4 views, managers have the full overview which enables them to easily track KPIs and make adjustments to workloads. Viber categorizes assigned tickets automatically into multiple views. Agents can more easily answer incoming tickets with just a few clicks, without needing to spend too much time on each ticket.įor Yael Harel, Viber’s Team Lead for Customer Solutions, Views are crucial to every-day workflows.
This lets Viber speed up and simplify tasks on tickets.
When a new feature is released or improved, a macro is created or updated. Viber uses them to create replies with article content, internal notes, to set priority levels, add tickets to specific labels, and more. Macros are customizable shortcuts that apply a set of actions to a ticket with just one step. The result is that 19 agents can manually answer 3500 tickets per day with a 20-minute or less first response time. Macros are an essential ingredient for achieving this success in that they allow quick, accurate replies. The most significant value Answers offered Viber was to enable greater productivity and efficiency in a challenging support environment with thousands of incoming tickets per day.
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