Support Use Cases
Inbound Support: Identify Contacts by Email and Phone Number
Collect the Contact's phone number or email when you get a new contact to identify if they are an existing customer using Workflow Templates.
Inbound Support: Enrich Customer Data from a CRM or other Business Software
Retrieve customer properties like Fields from your CRM or business software that holds your primary customer list and add the data to the Contact in respond.io.
Inbound Support: Route Customers to the Right Team Automatically
Automatically route customers to the right team based on customers’ input, contact data, business hours and shifts.
Inbound Support: Auto-Assign Customers to a Team or Dedicated Agent
Automatically assign customers to a team, workspace or dedicated agent to save time and effort compared to a manual picking or assignment process using Workflow Templates.
Send Outbound Support Messages
Follow up on customers’ issues as needed by sending outbound messages.
Support: Closing Conversations
Use the Close Conversation feature to monitor resolved issues on the respond.io platform and automatically unassign agents when conversations are closed using Workflow Templates.
Use respond.io to Create Tickets in External Ticketing Systems
Set up Workflows on the respond.io platform to create tickets in your existing ticketing system without leaving the respond.io platform.
Supervising Your Support Agents
Allow managers to identify issues on a daily basis and task agents to solve the issues.
Reporting for Support
Keep track of all the metrics relevant for your support performance and conversations.
Send CSAT to Customer and Save Data in Google Sheets or CRMs
Use a Workflow Template to automatically send CSAT surveys to customers with closed conversations and save data in Google Sheets, CRMs or other data warehouse.
