customer care

The Right Tools Make a Difference

The Right Tools Make a Difference

We’ve all experienced that moment of frustration when you need a Phillips screwdriver but only have a flat-head on hand. You try to make it work, but what should have been a quick task ends up taking at least twice as long (and not without a few bumps and scrapes along the way).

Having the right tools for the job isn’t just important for home improvement projects. It’s also true of customer experience and support. Without the right tools, time is wasted, costs go up, and bumps and scrapes result. Here’s a common example we hear over and over again. A customer calls in to inquire about a missing email or text, such as:

“I’m looking for an email I received a few weeks ago that highlighted a new product I want to learn more about, but I can’t find the email and can’t remember the name of the product when searching on your site. Can you resend the email to me?”

“You sent me a text message with an amazing promotional earlier this week. I want to use the promo code, but now I can’t seem to find it.”

“I’m on my way to the airport and I can’t find my booking confirmation email with the reservation number. I’ll need that before I can check in. Can you send that to me right now please?”

In most organizations, the simple task of retrieving and resending an email or text can be incredibly complicated, costly, and time consuming—often involving multiple teams and taking several days to resolve. But with Sageflo Archiver, finding and resending emails and texts couldn’t be simpler. All you have to do is enter a unique customer ID or email address into the tool and you’ll instantly see the customer’s complete communication history, sorted by send date, and including the specific email and text messages that were sent to them. You can download or resend any message to the customer with a simple click of a button.

Why this matters

Using Archiver leads to happier customers with better CSAT scores, because it gives customer service teams the tools they need for quick, first-call resolutions. Archiver users consistently report average resolution times of less than 90 seconds for these types of issues. Without a solution like Archiver, customer service teams can only address a small fraction of customer communication-related inquiries and will often spend several days tracking down the issue, pulling in resources from marketing and IT teams and taking valuable time away from everyone’s primary duties.

In addition to happier customers, you’ll have more productive team members across all departments, who can use those precious extra minutes and hours focusing on harder-to-solve issues.

We hear over and over that Archiver is a game-changer for customer experience teams, their customers, and the bottom line—especially in challenging times where every customer—and every penny—counts.

Archiver is a powerful tool and must-have for any world-class organization’s support toolbox. And, it’s a quick win, with minimal internal IT support required for implementation. Give your company a competitive advantage while making an immediate and measurable impact on customer experience.

Schedule a demo to learn more

Posted by Julian Scott in Archiver

Sageflo & Selligent Marketing Cloud Are Here for You.

It’s an incredibly challenging time—especially for marketers and customer care teams. However, in times of disruption, there are also opportunities to reflect on what’s not working and reimagine how we could do better. This holds especially true for how marketing and customer care can better collaborate and enhance the overall customer experience through improved processes and technology.

We’ve been working with the team at Selligent Marketing Cloud on several initiatives to share the tools, resources and inspirations needed now, to not only survive, but thrive in the long run.

Be sure to check out our latest joint blog post here.

Also, don’t miss an upcoming webinar hosted by Selligent Marketing Cloud on Thursday, April 30th at 11:00am PT/2:00pm ET that will explore this topic with a group of industry leaders including our own Bernice Fung.

Register for the webinar here.

Posted by Julian Scott