I’m quoted in this article from Zapier about automating customer support:
“It’s important to automate as much support as you can,” says Trello support agent Emily Chapman. “Not in terms of responses, but in terms of autotagging, moving cases into appropriate folders or buckets, and reducing the amount of manual monitoring required.”
Let the robots do the work, y’all.
Read the rest on Zapier’s blog.
If you’ve written in to Trello’s support team in the last few weeks, you may have noticed a little bit of extra flair. We added a “how did I do?” rating option at the bottom of our emails back to you. We’ve been tracking those replies since we started gathering them, and it’s led to some unexpected (and useful!) insights for our support team.
Sometimes, a frustrated user might walk away from the case. And, frankly, can you blame them? If the only contact they have is with an agent who is perhaps misunderstanding them, it’s easy to see why they might think their issue is going in one of our ears and promptly out the other. We wanted to give our users another outlet to let us know about a case that may require extra attention.
Emchap.com 