How Exclaimer Enahnced Customer Support with Swifteq’s Zendesk Apps
Swifteq products used:
Key results:
● Offered multilingual support in 9 languages through bulk translations.
● Significantly reduced time spent on updating and formatting over 450 Knowledge Base articles.
● Ensured a reliable Knowledge Base by detecting and fixing broken links.
● Improved customer service with AI-powered sentiment analysis and ticket categorization.
About Exclaimer
Exclaimer is a global leader in email signature management software, helping thousands of businesses manage consistent, professional communication. With a customer base spread across multiple languages and regions, Exclaimer is committed to delivering exceptional support and ensuring that users always have access to accurate and up-to-date resources.
Scaling a global support operation, however, brings unique challenges — from keeping a large Knowledge Base current across many languages to handling high volumes of incoming support tickets.
The Challenge
With a Knowledge Base exceeding 450 articles and a diverse international customer base, Exclaimer’s support team faced three main obstacles:
Maintaining multilingual content at scale without wasting time on repetitive manual translation tasks.
Keeping articles updated, including replacing outdated text and formatting changes across hundreds of entries.
Ensuring reliability, by identifying broken links quickly and preventing customer frustration.
Managing ticket complexity, from prioritizing cases to identifying common support trends.
Automating Translations with Help Center Translate
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.
Updating Content Efficiently with Help Center Manager
The Replace of Help Center Manager 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.
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.
Smarter Ticket Management with Triggers+ChatGPT
Integrated with Zendesk Support, the Triggers+GPT app enhances our customer service capabilities through:
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.
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.
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.
Want to enhance your support team’s efficiency and provide better customer experiences like Exclaimer did?
Learn how Swifteq’s Zendesk apps can help you improve your help center, and automate common customer support tasks.