This is the second in a series of 5 iPaaS Puzzles we are posting in the next couple of weeks. Don’t we all love a little puzzle, even more if it helps us keep our webMethods skills sharp. If the solution is practical and immediately applicable to the benefit of the environment even better!
2nd iPaaS Puzzle: Prevent “Epic Fails” in Customer Service
Bad Customer Service Montage - YouTube
Not sure what BAD customer service is? Check out this YouTube video for some inspiration …
But how does GOOD customer service look like, in contrast? (Lots and lots of research shows,) the top 3 aspects are:
- Friendly & knowledgeable agent
- Resolution in ONE interaction
- (As a customer) not having to repeat oneself
Hence, customers expect that support & maintenance agents know everything about them, the products that they bought, the support issues that they raised. And have the right solution to every (technical) problem (now!). Sounds challenging? Well, it is if you aspire – what in analyst lingo is call – a customer 360° view.
It is however pretty easy to let a maintenance agent or a sales rep see (in their favorite application) what support tickets a customer has raised. And in case of an IoT-connected device, the agent might even be able to check out the current state of the device, scan past error messages and automatically triggered maintenance processes.
Our 2nd iPaaS Puzzle question to be solved is as follows:
What applications can you integrate to help agents or sales reps become more knowledgeable and offer GREAT customer service?
There are lots of free trial versions of apps that are relevant in customer service. Create an integration that breaks up silos of data about customer touchpoints (and, if you like, also about technical solutions).
Let’s assume you are about to test your new customer service solution. How would you set-up an A/B-test? How would you fine-tune to fit the specific needs of your customer set?
Relevant applications are among others (free trial versions only):
• CRM Free Trial: Salesforce 30-Day Trial - Salesforce
• Get Started With HubSpot’s Software
• Free - Jira Software | Atlassian
• Customer service software for the best customer experiences | Zendesk
• Sign up for a free Help Scout trial
• Freshdesk Sign Up | Free Trial Today | | Freshworks
• Pricing | Mention (including Free Plan of Mention)
A related project is described here:
• Customer satisfaction story integration | webMethods | Software AG
Also, don’t forget to consider using Cumulocity to provide the support & maintenance agents with fresh data from their customers’ devices (whenever possible).
Please post your solution to the puzzle as replies to this thread.
Use the “blur spoiler” tag to hide your results so that folks must click on your solution to indicate they want to see it!
iPaaS Puzzle Show
Every Friday for the next 5 weeks, starting on the 9th of September, we are hosting an iPaaS show you hopefully join us to explain your thinking behind your interesting solution.
We will briefly talk about the different solutions for this week’s puzzle, what to learn from them, and introduce next week’s iPaaS Puzzle. Hope you can join us.
We are officially kicking off the 2nd iPaaS Puzzle on Friday the 9th of September:
The 2nd iPaaS Puzzle show will be on Friday the 16th of September 8am CEST! and 5pm CEST! Details to come!
Just have your solution posted before the iPaaS Puzzle Show on Friday the 16th of September 8am CEST. If you want to be invited on the show, please post your solution by Thursday the 15th 8am CEST.
The winners get fame and glory. We want this to be a friendly competition and we want to highlight great work, without having to crown a weekly winner.
Suggest a Puzzle
If you have another great idea for an iPaaS Puzzle, please suggest it in this form. It must be a little challenge that is doable within a week and has easy access to the source data needed. If your challenge is geared towards improving our lives, then even better!
If your iPaaS Puzzle suggestion does get selected, we’d invite you to personally introduce it in our iPaaS Puzzle Show and you will receive a wooden Tangram game as a token of our appreciation.
The actual prize may look differently!