Support Talks: Enabling Better Products and Services with Intelligent Support Operations
Summary
Matt Dunn, Senior Director of Technical Success at SauceLabs, has made investments in ‘Intelligent Support Operations’ for his team and the benefits have reverberated across departments. This data can be used for either customers or internal stakeholders to intelligently bring context to an issue or flag details that require their attention or actions. Before we started on this journey, bringing that data together to answer questions or gain insights required laborious and manual work. With intelligent support operations we can find that data, report on it and provide that to other groups within the company such as Product and Customer Success instantly. Matt: We use Zendesk for our support ticketing system and customer feedback, JIRA for internal bug reports, Productboard for feature requests and product roadmap tracking, Salesforce as our CRM and Slack for internal communications TheLoops has been able to easily integrate with all of these systems (and more), combining data and pushing notifications and insights to where they are needed.
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