Exclaimer's Utilization of Swifteq for Enhanced Customer Support
At Exclaimer, our commitment to providing top-tier customer support is exemplified by our innovative use of Swifteq's tools. These tools, including the Triggers+GPT app integrated within Zendesk Support, enable us to enhance our operations, from translations and ticket categorization to sentiment analysis and broken link management. Our Knowledge Base of over 450 articles serves as a comprehensive self-service library for customers, and Swifteq's features have significantly streamlined our content management processes.
How Exclaimer is using Swifteq
Translate Help Center Articles
We utilize the Swifteq's Help Centre Manager primarily for translations. The Bulk Translate feature allows us to offer our articles in nine non-English languages. This process is integral to our workflow, especially during periods of intensive content creation. The Overwrite capabilities enable quick updates for each new translation, ensuring our content remains current and accessible to a diverse global audience.
Find and Replace In Help Articles
The Replace feature is invaluable for performing bulk text replacements and identifying specific text occurrences within individual articles. With filtering capabilities, we can easily distinguish between 'Draft' and 'Live' articles. Additionally, the HTML replacement option facilitates the importation of new code, allowing us to efficiently update our article formatting on a large scale.
Find and Fix Broken Links
To maintain the integrity of our Knowledgebase, we recently reformatted all hyperlink URLs using the Replace feature. This preparation allowed us to leverage Swifteq's Broken Link tool, which expedites the identification and repair of individual links within our extensive article database. This tool is essential for maintaining a professional and user-friendly Knowledgebase.
Triggers+GPT for Zendesk Support
Integrated with Zendesk Support, the Triggers+GPT app enhances our customer service capabilities through:
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Sentiment Analysis: By automatically assessing the sentiment of incoming tickets, we can prioritize and respond to issues more effectively, ensuring a timely and appropriate resolution for our customers.
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Ticket Categorization: The tool categorizes tickets based on content, making it easier to analyze ticket trends over time. This categorization provides valuable insights into common issues, helping us identify areas for improvement and allocate resources more efficiently.
How Exclaimer benefits from using the Swifteq's tools
“ The integration of Swifteq's tools, including Swifteq Triggers+GPT, has revolutionized our approach to managing customer support and our Knowledge Base at Exclaimer. These tools not only enhance the accessibility and accuracy of our content but also significantly improve our operational efficiency. As a result, we are better equipped to meet the diverse needs of our global customer base, ensuring a high standard of service and satisfaction. ”