4 Ways Carin Changes the Support Game

1. Handle Tier 1 questions and issues

Once she learns about your product or service, Carin will be your top tier one rep, successfully resolving 50-90% of customer questions.  She has the ability to go deep and uses machine learning to go well beyond simply suggesting knowledge base articles.  She can even be connected to external APIs to answer really tough questions like “Where is my order”.

She has the ability to go deep 

2. Streamline agent interactions

Sure Carin is great at handling most tier one inquiries autonomously, but she can also make your human agents far more efficient by getting basic information from customers before your human agents step in.  As a result, time to close drops, first call resolution goes way up,  and agents are able to handle 2-3 times more tickets per day.

 time to close drops, first call resolution goes way up

3. Deliver a better customer experience

The days of forcing customers to spend hours searching knowledgebase articles or waiting for a response from customer support are over.  A big source of frustration among customers is the shear amount of time it takes to get in touch with someone. 

With Carin, that wait is eliminated and customers are able to resolve their problems instantaneously.

4. Significantly reduction cost per incident

A recent study by Harvard Business Review pegged the average cost per incident for B2B tickets at around $13.  For B2C tickets the cost was slightly lower at $7.  Deploying Carin to handle tier one questions and conduct basic pre-ticket troubleshooting can drive substantial cost savings per incident as she knocks down 80% of tier one issues..

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Lower Your Support Costs in a Snippet

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One of the main metrics that always comes up is cost per ticket. What is our cost per ticket? Why is it so high? Can’t we work quicker through these issues? Why are our agents dealing with these issues? Customer support is always seen as a costListen, we get it. Customer support is always seen as a cost center and the first department where cuts are made. Is it fair, not in my opinion but, that... Continue

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Streamline Your Support Effort With AI Chat Bots

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One thing that really annoys me is when I hear “Please enter your account information to help you support rep be as helpful as possible” and then the support rep asks me for all of the account info!Seriously, don’t waste my time having me enter everything if you are just going to ask for it after the fact. This is frustrating and seriously mundane for support reps as well.“Was that 5”“No it’s 9... Continue

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Shorten Your Support Queues

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Do you love to wait in lines? If you're like most people, I am guessing that answer is no. Well the same goes for your customers. Whether it is waiting for that product they ordered or waiting for someone to help them out, it's easy for them to get annoyed with your company if their wait is deemed too long. That’s one of the reasons Amazon decided to offer 2-Day shipping on as many items as pos... Continue

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Stretch Goals are Hot... Are They Helpful?

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'Clarity is everything – if you don't know where you're going, you’ll get lost' - Gary Vaynerchuk Wildly ambitious goals can skyrocket production but there are trade-offs. The story of Pixar, during the making of Toy Story 2, comes to mind. Demands were so high that several animators developed carpal tunnel. At one point an employee forgot their baby and left it in a sweltering car all day – du... Continue

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The 3 Holy Sins of Customer Service (and their solutions)

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As a face-to-face, back office, and phone customer service veteran, I've seen how star employees can raise the bar for everyone. During frenetic summers that saw queues snaking out of the department where I worked, its resident de justo head would get on the tannoy system to organise customers and deal with complaints and disturbances, expertly handling irate customers on the front counter with... Continue

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This is the official blog of Helpy, the open source helpdesk platform.