"We get around ~570 chat requests/day across departments. SalesIQ's Answer Bot resolves 30-40% of the queries by itself, saving our customers and agents' time, increasing agent productivity, and helping us reduce support operational costs. Across all departments we were able to successfully achieve a CSAT score of 81.5%."
- Mahalakshmi Harish, Senior Manager - Customer Support, Zakya
Zakya is a modern retail point of sale (POS) software that helps small and medium-sized businesses to sell better, manage their entire business, and join the digital revolution.
Businesses can bill customers in multiple languages, stock the right items, manage purchases, maintain customer information, build a mobile store, and improve their store's performance with real-time analytical insights.
Why SalesIQ? To handle multiple brands under one roof
When Gofrugal merged with Zoho, it came with its challenges in managing customer support. The team had to manage multiple products with 60 people working different shifts, following different processes to provide the best possible support to our customers.
"SalesIQ played a vital role in helping us manage our requirements under a single platform. We created different brands in SalesIQ for Zakya and Gofrugal products. We associated the agents with the respective brands and created unique processes and workflows specific to the brands, making it easy for the agents to attend to customers and for the supervisors/admins to monitor."
- Mahalakshmi Harish
Via routing configurations, customers of Zakya and Gofrugal were configured to land on the correct queue of the agents associated with the respective brands, making it easy for the team to handle the queries.
Migrating and incorporating Gofrugal's processes
The team migrated all of Gofrugal's data from their native chat solution to SalesIQ, and one of the challenges they faced was accommodating Gofrugal's authentication.
To initiate a conversation with the support team, Gofrugal followed phone OTP authentication, while Zakya's was based on email authentication. Zakya used SalesIQ's codeless bot to authenticate and incorporate phone OTP without disturbing their flow.
Why live chat? To build a lasting relationship with our customers
They incorporated SalesIQ, the live chat solution, into their customer support strategy. It's one of the key platforms that can help any business instantly address their customers' questions or issues. Having a live conversation will also help us create a rapport between the customer and the agents.
"SalesIQ has helped us build rapport with our customers in all possible ways. Our customers can leave a voice note and quickly call us when needed, or we can do a screen-sharing session to instantly address and resolve customer queries. Instant conversation helps our customers trust and develop loyalty toward our offerings, and it helps us build a lasting relationship with them.
"Using custom APIs, we pull all the customer information to our SalesIQ dashboard so that the agents will have complete details about who they're handling. This can be done in one place, and our team doesn't have to struggle to switch between applications or tabs."
- Mahalakshmi Harish
Engaging prospects with SalesIQ
It isn't just their customer support team; Zakya's sales team also uses SalesIQ to engage with their prospects since they've embedded the live chat widget on their website, which is the convergence point for prospects to learn about Zakya's offerings.
They've created two departments—one for customers to get support and one for the sales team to engage prospects. Visitors will be routed based on the department they select.
"Via the pre-fill fields, we collect visitor information like names, contact numbers, and emails and push the prospects to CRM as leads using SalesIQ-CRM integration.
"Many times, they visit the website multiple times but won't engage. Using SalesIQ's proactive chat, our sales reps initiate a chat to nudge the visitor to converse. Based on their navigation history (which is also available in SalesIQ), we'll try to understand their requirements and generate interest. It has helped us convert even our dormant website visitors."
- Susmitha.S, Sales development executive, Zakya
Smart routing
Since some of the offerings are on-premises products, for every customer, they’ve created a unique identifier link. When invoked using an API call, the team will get the customer information from CRM and route it to the right agent based on the department they’re attached to.
They also do one more filtration to identify if the visitor is a paid customer or is in the trial plan prospecting. If they’re in trial, they’ll be routed to the pre-sales team, and if they’re a paying customer, they’ll be routed to the customer support team. If a plan expires and a customer reaches out, they’ll be routed to Account Management to take care of their renewal.
Intelligent routing allows them to connect customers with the right person directly and resolve their queries faster. It also helps their team work efficiently, as they only receive the queries for which they’re responsible.
When customers from multi-outlet brands try to contact them, based on the outlet’s location from where the chat is initiated, it’s routed smartly to the team taking care of the outlet’s issues.
Integrating SalesIQ with Zoho Desk
Not every support chat query can be resolved instantly. For some queries, the team needs to collaborate internally to get answers. In those instances, instead of making the customer wait and consuming their precious time, they convert the queries into tickets in Zoho Desk.
Also, when chats are occasionally missed because agents are occupied with other chats, it is configured automatically to create a ticket in Desk, making it easy for the agents to follow up once they're available.
"Converting a chat into a ticket is an easy process that can be done by integrating SalesIQ with Zoho Desk. We've configured it to create every unresolved chat into tickets in Desk. The ticket will be made under the agent who handled the chat, and by automating this, we avoid the manual work involved in this process and reduce human error. Chat transcripts will also be attached to the ticket, which makes it easy for our agents to go back and revisit the conversation."
- Mahalakshmi Harish
Other SalesIQ features that make their team's life easier
Canned replies
They use canned replies extensively, not just for greeting messages but also for handling frequently asked questions. They update them periodically so that the agent's productivity and customers' precious time are saved. Faster resolutions also lead to customer happiness.
Live insights and reports
"Especially for me, handling a team of 60 people across cities and shifts, SalesIQ's Live Insights helps me monitor the availability of the agents in real time and ensure appropriate staffing is done at the right time to handle the support volume. It helps us ensure we don't miss any customer requests."
- Mahalakshmi Harish
Chat monitor and Whisper chat
Another feature they extensively use is chat monitoring. It helps them train new joiners to attend customer chats, and the supervisors can monitor the conversation. If needed, supervisors can pro-actively take over the conversation and resolve the customer query. This ensures the customers get the best support while helping the newbies learn.
"The other feature we like is Whisper Chat, which is a blessing. When we monitor chats, we can instruct the team within the chat interface without ping them individually. As a manager, it is easy for me to manage everything from my Desk, saving the time of three individuals - the customer, the agent, and mine."
- Mahalakshmi Harish
Mobile app
The team heavily relies on SalesIQ's mobile app, which allows them to provide the same level of customer support as the desktop app. The app helps their team take chats wherever they're without missing any incoming chats or leading to any escalation.
Minimal downtime
"With our earlier solution, we faced major downtime issues. Someone had to assist us so that we could help our customers. Downtime in any application is a curse, and we will not be able to face our customers.
"Since we moved to SalesIQ, we never experienced any downtime. Even while we face some minor glitches, we'll inform the team, and it'll be resolved instantly or taken into their roadmap consideration."
- Mahalakshmi Harish
Want to learn more about how SalesIQ could help you optimize and streamline your customer support and optimize operating costs? Book a demo at your earliest convenience, or try it for free now. No credit card needed.