Social Tables uses CloudApp to close Support Tickets 7 minutes faster
Social Tables is a collaborative event software used by event planners and properties that has been used to plan over 2 million events. Their Customer Support team always stay on their feet to answer questions: every customer has their own set of unique event diagrams and customers occasionally have questions related to those diagrams.
Social Tables’ Support team has a video library at their disposal to answer customer’s questions. The challenge is to give a customized answer based on each customer’s unique event plan. And to give the best answer as quickly as possible so the team can close Support tickets in a timely fashion.
It reduces frustration on both sides. It’s easier for customers to understand the answer since the video demos their own tool.
The Customer Support team avoids confusion, miscommunication and unnecessary back-and-forth. An answer is as easy as: Command + Shift + 6, click Start, explain the solution, click Finish, paste the link in chat or email.
They can close Support tickets faster while improving customer satisfaction at the same time.
‘We try to have a 13 second response time which includes saying hello and resolving issues within the first 100 words said. Before we were having to create an entire new Salesforce case, and now I’d say it only takes us as long as it takes to capture the image (a few seconds).’ adds Caty.