Reducing risk from low case visibility at a conversation intelligence company

A conversation intelligence company improved its customer experience by giving agents clearer prioritization and organized case comments.

Mid-market

The business problem

Agents at a conversation intelligence company were slowed by manual work and by how hard it was to find information already in their Salesforce org.

The lack of visibility carried risk beyond speed, and the combined effect showed up in the customer experience.

Case Flags gives agents a clear picture of case prioritization.

Email to Case Premium keeps case comments organized and reduces the clicks, screens, and low-value tasks involved in processing a case.

Agents access customer and case information more efficiently, which improved the service experience substantially.

Walk through this with someone who has set it up for a support org your size.