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Blog / Ideolve / How effectively Handling Customer Complaints with Collaborative problem-solving delights customers

How effectively Handling Customer Complaints with Collaborative problem-solving delights customers

Author name : 

Sunil Uttam
Ideolve’s Freshdesk integrations bring together frontline customer support staff and backend experts to streamline collaborative problem-solving – a live case study.

Challenges faced by our support staff while handling customer complaints

At Mithi, our 24/7 frontline L1 support staff manages customer query resolution using a support ticket management system built on the Freshdesk platform.

Customers log their queries and issues via the Mithi Customer Account portal. Our agents review these tickets and respond with documents and steps to help resolve the customers’ problems.

However, for some issues, the frontline agents need to seek help from experts within Mithi to conduct a prompt and quality solution.

Also, our experts, who form the backend team, do not have Freshdesk accounts, so any communication with them had to be offline.

Co-ordinating this process flow management between the L1 staff and experts using email, chat, or verbal communication was creating delays and information fragmentation resulting in inadequate low-quality responses.

This system was not scaling.

How we use Ideolve to scale collaborative problem solving, thereby effectively resolving customer complaints.

The idea of using Ideolve

Ideolve is a team collaboration tool we have used successfully at Mithi to enhance collaborative problem-solving in a significant way. Most of our discussions, pre-meeting preparations, workouts, and more are all done via Ideolve. We barely use email internally and have seen a drop of up to 90% in email traffic.

When we looked at the challenges faced in support ticket management, we felt Ideolve could plug the gaps to bring speed and completeness into the process by sharing information and context about the problem with the experts and recording their comments and feedback centrally.

The Freshdesk Integration ended up delighting customers with timely and quality support

Step:1

Our customer initiates this flow by creating a ticket from their Mithi Customer Account portal. This ticket is made in the Freshdesk platform and queues it up for our agents.

Step:2

Ideolve’s Freshdesk integration captures the ticket contents into an Ideolve Note and automatically shares this note with the relevant frontline staff.

Each ticket in Freshdesk has a related note in Ideolve.

Step3:

The agent-customer conversation happens over the ticket, which syncs to the corresponding Ideolve note as a record.

These records will serve as a ready, easy-to-digest context for the experts when they receive an escalated issue.
The Ideolve note records the expert’s queries and advice as comments, and the agents can refer to those for communicating with the customer.
Using ideolve helped us access internal experts asynchronously, record their comments for future forensics, and help update and maintain the knowledge base for easy access by customers and agents.

Risk mitigation, resilience and responsiveness

Beyond data security risks, organisations face legal & compliance risks, productivity loss, and cost escalation due to an incomplete digital architecture.
Up to 90% of data related risks may remain uncovered due to limited use case and data set coverage.
Non-Compliance can result in fines between 50 – 500K USD
Losses from miscommunications, missed customer interactions approx $12,506 per employee each year
Only 11% of organisations can recover fully in a day Only 36% in a week. Rest take much longer.

Our ticket flow - is made more accessible and more collaborative.

Set up the Ideolve Freshdesk integration for handling customer complaints

Our Freshdesk account maps to a workspace in Ideolve with the L1 agents and experts as team members. Learn more.

Receive a request for help from the customer.

Receive a request for help from the customer

Create a Ideolve Note using Webhooks

Create a Ideolve Note using Webhooks

Our Agents and Customers converse around the issue

Our Agents and Customers converse around the issue

The agent needs to escalate to an expert

Expert works on the issue.

Expert works on the issue.

Resolve the issue

Update the knowledge base to build re-usability for rapid resolutions in future

Resolve the issue

What we gained from this improved process flow management

Positive feedback look

The captured conversation feeds into the product innovation and documentation updates to improve the UX and reduce incidents of this type.

Cost saving

Only the frontline agents directly communicating with the customer have Freshdesk accounts. The rest of the team can collaborate with the agents without needing Freshdesk accounts, leading to significant cost savings.

Faster decisions

Having all the information in one place helps the experts quickly understand the issue’s context and post their response rapidly, without much oversight and follow-up.
Want an in-depth discussion?

Our customer success team is ready to talk to you, to understand your specific data management challenges and suggest the best possible solution, to minimize disruptions and manage data-related risks.

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How effectively Handling Customer Complaints with Collaborative problem-solving delights customers

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