How to implement the benefits of Funktio for your business
The background and needs of our case study were the same issues that companies commonly struggle with; email management lies on the individual’s operating methods instead of the company, and the effectiveness and outcome of customer service are not measured.
Background:
- Every day, the company receives dozens of emails in general email boxes, such as info or customer service, or directly to experts.
- These messages are either sent directly by the customer or, for example, from a form on the website or through a chatbot.
- However, the exact number of messages is unknown because they go to different addresses.
- It is also unclear whether someone answers the messages and, if so, how quickly.
- Messages and customer service are personified and become the “property” of the expert because questions and answers are only in the expert’s mailbox.
- When a person is absent from work, the response to customer contacts is delayed or completely unresponsive because the requested date of the response expires during the specialist’s vacation. With an out-of-office answer, the responsibility shifts to the customer, but their further actions remain a secret.
Objectives:
As in business in general, customer service development should rely on measured data and facts. The example we implemented started from the general objectives of obtaining baseline data and sharing responsibility. Thanks to Funktio, the company will be able to develop its customer service in more detail in the future.
- See how many messages are coming to the company and how quickly they are replied to.
- It must be possible to automate messages and, for example, based on the topic or source channel, determine who is responsible for posts in different categories.
- Messages should be collected in one place where you can also see who is responsible for replying to the message.
- The questions and answers are collected in one place and can be seen and searched by everyone if the same type of question is asked again.
Solution
In this case, the delivery also included customizations and integrations requested by the customer. The basic idea and customer-specific features can be combined with the Tiketit application by Verkkoasema’s experts.
- A Tiketit application was installed for the customer to manage messages. The application was tailored to the customer’s wishes.
- The customer manages messages as tickets.
- Replies to messages are sent from tickets and replies and all related email exchanges are now gathered in one place.
- The tickets are connected to the customer’s other systems and thus all background information, such as customer and personal data, can be connected to the ticket, and the tickets are also visible to the customer and person.
Benefits:
The most important benefits of the application are the transparency of messaging in the work community and the increase in the customer service level. In the interests of the company and the common good, it is also possible to harmonise the communication style and distribute tried and tested practices for general use.
- Your messages are in one place.
- The number of messages is known.
- Message processing times are known.
- Possibility to see which experts handle the most or fewest messages.
- The questions and answers form a knowledge base that other experts in the company can use.
- Not a single message goes unanswered.
How much does a missed message cost? The amount may remain unclear, but by excluding non-response, there is no need to devote a thought to the subject.
A customisable tool for customer management
Cost-effective customer service.
Flexible pricing is determined by the number of users your company has in Funktio. The value lost to delayed responses or daily message shuffling is easily offset.
- User-friendly
- Secure
- Customizable
- Integrable
