CUSTOMER SUPPORT ENABLEMENT 

SUCCESSSTORYJAN 2020 / / WWW.SEEKIFY .COM

A global B2B SaaS company witnesses 3xgrowth in its NPS score and reducescustomer churn rate by 5 percent usingSeekify - CX Automation Platform. All thishappened in a period of 36-weeks asSeekify enabled and supercharged theirfront-line executives at multipletouchpoints during the after-salescustomer journey.

Headquarter: USATotal Number of Employees: 3500 plusAnnual Recurring Revenue: $95 Million

CX Director Goal: Increase NPS andreduce customer churn 

CX Manager Goal: Automate customersupport staff training with the right

knowledge base they need to performtheir duties. Audit customer support

based on the insights Customer Service Agent (User) Goal:Gain visibility into their performance andtime-efficient ways to do their job right.

Also, inculcate the skillset which isrequired to grow on their role

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Deliver a

WOW CX

How a global B2B SaaScompany reducedcustomer churn andincreased NPS afterchoosing Seekify

Pain Points: Can we reduce friction in customer experience?Can we expect immediate ROI by automatingthe quality and training of customer supportspecialists? How to enable a customer-centricculture within the front-line managers? These are a few questions asked by theCustomer Experience Director before gettingstarted with Seekify. Though after usingmultiple CX software to measure andimprove customer experience, there was alack of actionable insights. Also, the gapbetween customer queries and support staffskillset was expanding. As a result of whichthe NPS score was going down while CXManager struggling with less visibility intothe quality and training of support staff.

Get Rid of Manual Support Process: With increased customer expectations, fulfillingtheir customer support needs has become pivotal. The quality audit process wasmanual and client was looking to streamline it. Data in Silos, Lack of Insights: Customer data in silos that increases the dependencyon multiple software at different touchpoints. Data is collected at multiple touchpointsat different levels of customer journey but the lack of insights will lead to zero ROI.Lack of Customer-Centricity: Client was experiencing misalignment of customerservice staff training and customer expectations. Overloaded Support Volume, Lack of Accountability: The client was facing highvolume in product troubleshooting. The under-developed skillset of support staff wasquite a challenge.Lack of Actionable Insights: Identifying roadblocks in support team performancewas required to make informed decisions.

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The Solution: Fixing one problem at a timeAutomation in CX and turning performance data into insights triggered the actions todeliver a wow CX for customers of the client at multiple touchpoints such as Live Chat,Call, and Email.  Integration with Seekify, enabled the client to understand what is lackingin their customer support staff and trains them with CX-focused knowledge automatically. Seekify analyzed the pain-points of the client and offered customized features to ensureROI in less time. After integrating Seekify in their existing CRM software, the support staffstart getting the training they need at the right moment to boost productivity. Because ifsupport staff can resolve customer issues faster and feel ownership of the clientrelationship, they’ll provide a better experience. Effective and relevant training within theCRM can smooth out the edges of friction in customer experience.

Set and Achieve CX GoalsConsolidated Customer Service ViewAcross ChannelsRecommended Tickets for QC Audit byAgentRecommended Content for Agent Setup 1:1 Feedback

Simple Yet Faster OnboardingNew Process Rollout/ ReleasePerformance-led Training

Customer Support and CustomerExperience Managers get visibility intocustomer service team.

On the other hand, Customer SupportAgents get a tool to improve theirperformance and effect the positive changein their KPIs.

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Turning data intoactionable insights tosupercharge customer-facing agents

Seekify is a Customer Experience (CX)Automation platform. Get in touch with us to meet yourcustomer experience goals. visit www.seekify.com oremail us at hi@seekify.com