The Solution: Ticket Automation with Ultimate
To help with their email queries, Clue's support team decided to implement Ticket Automation, which would allow them to accelerate their automation rate and resolution times, as well as prioritize requests. They would also be able to automatically reply to the most common queries with their Virtual Agent.
Clue chose to work with Ultimate on this project because of their automation expertise across all channels and their immediate understanding of Clue's workflow. Ultimate also offers deep integration for Zendesk users, which Clue already was.
Additionally, Clue was set on Ultimate because they offer a comprehensive onboarding experience, holistic and efficient customer support, proactive communication from sales and customer success, and a philosophy of working hand-in-hand with Clue during every stage of the process.
The collaboration was led by the Ultimate CSM team, which prepared and onboarded Clue in a structured and seamless process.
First, they gathered historical data in order to build intents and train the virtual agent to tag emails and, in some cases, generate automated replies. This process is similar to chat automation that Ultimate is an expert in, and is built on both highly accurate, advanced AI and a seamless Zendesk integration.
Ultimate trained the Clue team with a precise onboarding plan, several weeks of workshops, and support every step of the way.