Freshdesk Contributor Ticket Routing

Problem:

• Manual entry of upsell products in Shopify, leading to inefficiencies and errors.
• Inaccurate product recommendations due to lack of real-time syncing with ERP data.

Result:

• Automated syncing of ERP product data to Shopify, reducing manual workload and errors.
• Improved recommendation accuracy, enhancing user experience and conversion rates.

Problem:

• Manual transaction creation for local pickup orders, causing delays in ERP integration.
• Lack of automated customer data entry in Freshdesk, leading to inefficient customer service interactions.

Result:

• Automated transaction creation for pickup orders ensures seamless ERP integration.
• Instant customer data entry in Freshdesk enhances service efficiency and customer satisfaction.

Problem:

• Overwhelming volume of emails, leading to lost important messages.
• Time wasted on sorting through irrelevant emails and newsletters.

Result:

• Automated tagging of emails, improving organization and focus.
• Enhanced ability to quickly identify and respond to important emails.

Problem:

• Lack of structured communication led to missed or rushed deadlines.
• Unclear responsibilities resulted in duplicated efforts and inefficiencies.

Result:

• Automated task assignment and deadline management ensure timely completion.
• Clear role definitions and approval processes improve communication and quality.

Problem:

• Manual gift card creation on Shopify is time-consuming and error-prone.
• Difficulty in tracking the total number and value of gift cards, leading to potential financial discrepancies.

Result:

• Automated bulk gift card creation via an Airtable interface, reducing manual workload.
• Enhanced tracking and reporting of gift card data through an integrated dashboard.

Problem:

• Customers received confusing post-order invoice emails due to delayed credit checks.
• High customer support inquiries regarding unclear payment instructions.

Result:

• Instant creditworthiness notifications at checkout, eliminating confusion.
• Direct checkout link for alternative payment methods, improving user experience.

Problem:

• Manual address verification causing delays and errors.
• High rate of returned parcels due to incorrect addresses.

Result:

• Instant address correction and verification, reducing delivery errors.
• Freed up customer service resources, improving overall service efficiency.

Problem:

• Manual ticket topic selection is often neglected, leading to inaccurate analytics.
• Incorrect prioritization of tickets due to subjective judgment by agents.

Result:

• Automated topic selection and creation ensure relevant categorization.
• AI-driven prioritization improves response times for high-impact tickets.

Problem:‍

• Manual address verification delays order dispatch.
• High error rate and forgotten corrections lead to late shipments.

Result:

• Instant error detection and customer notification.
• Significant reduction in forgotten corrections and improved dispatch efficiency.

Problem:

• Inefficiency in manual communication led to overlooked and untracked requests.
• Lack of oversight and slow response times to specialized inquiries.

Result:

• Streamlined issue management with automated notifications and assignments.
• Enhanced oversight and reduced response times, improving customer satisfaction.

Problem:

• Manual price updates during sales.
• Inconvenient timing for changes (e.g., midnight on Black Friday).

Result:

• Automated, scheduled price adjustments.
• Precise timing and error reduction.

Problem

• Unfulfilled orders due to unresolved address issues
• Resource drain managing and tracking these orders manually

Result

• Automated reminders for address verification
• Automatic cancellation of unresponsive orders in Shopify and ERP