We have a base of over 800 solutions for the most frequent cases
Posted: Wed Jan 22, 2025 5:05 am
I once asked a well-known service if they had an app for MacBook. They answered me with a longread template, which mentioned Android, IOS, Windows, but not a word about MacOC. Not only do I have to pore over this long text, but there is no answer. I tell them that they did not answer my question, to which I receive a very short answer: "unfortunately, no." Lina Kareva, head of customer service Wazzup There is another trend - to immediately replace employees with robots. It reaches the point of absurdity: type the word "operator" ten times, so that instead of a bot, Sergey will contact you and help solve the problem. Our approach: automation should help support, but not harm customer service. For example, we use a bot as an autoresponder, and also use it to request feedback on the specialist's work.
Screenshot 1, this is how denmark phone number list Wazzup's customer service works If you want to help clients quickly and efficiently, the service must always be based on people. That's why we use brains and experience, and that's what helps us work faster. Each Wazzup support employee keeps a huge amount of information in their head. If a problem occurs for which there is no case or algorithm, they can still find a solution because they themselves understand how the service works. What helps us. We collect all cases in a knowledge base . And there are working algorithms so that even a new employee can easily navigate them. We are developing training and quality control departments . We continuously train employees, monitor their growth and analyze errors.
Wazzup case, how to motivate the quality department As a rule, quality control is the most hated department in all companies that have technical support. I really wanted to avoid this, but at the same time maintain the quality. That is, so that it was their feedback that would give that turn, due to which the support begins to work better. For example, what the operators are wrong about and what needs to be done to fix it. How it usually works: the more errors quality control finds, the higher their salary and the lower the support's salary. I decided to build it from the opposite. They receive a bonus to a fixed salary from the average score of the support. Plus a KPI from the percentage of verified requests. The motivation of quality control is literally tied to the fact that the support works as best as possible.
Screenshot 1, this is how denmark phone number list Wazzup's customer service works If you want to help clients quickly and efficiently, the service must always be based on people. That's why we use brains and experience, and that's what helps us work faster. Each Wazzup support employee keeps a huge amount of information in their head. If a problem occurs for which there is no case or algorithm, they can still find a solution because they themselves understand how the service works. What helps us. We collect all cases in a knowledge base . And there are working algorithms so that even a new employee can easily navigate them. We are developing training and quality control departments . We continuously train employees, monitor their growth and analyze errors.
Wazzup case, how to motivate the quality department As a rule, quality control is the most hated department in all companies that have technical support. I really wanted to avoid this, but at the same time maintain the quality. That is, so that it was their feedback that would give that turn, due to which the support begins to work better. For example, what the operators are wrong about and what needs to be done to fix it. How it usually works: the more errors quality control finds, the higher their salary and the lower the support's salary. I decided to build it from the opposite. They receive a bonus to a fixed salary from the average score of the support. Plus a KPI from the percentage of verified requests. The motivation of quality control is literally tied to the fact that the support works as best as possible.