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Lucid Scales Multilingual Customer Support Teams With Grammarly Business
技术
- 分析与建模 - 计算机视觉软件
- 网络与连接 - 5G
适用行业
- 设备与机械
适用功能
- 质量保证
用例
- 视觉质量检测
服务
- 测试与认证
挑战
Lucid 是一家高增长的研究技术 (ResTech) 公司，在扩大客户支持团队的同时，面临着保持高客户满意度 (CSAT) 数字的挑战。该公司提供对第一方数据的编程访问，其业务遍及全球，客户和员工遍布全球。随着公司的扩张，客户支持团队从 5 名代理增加到 17 名。尽管有所增长，该团队仍设法保持了 4.86 分（满分 5 分）的高 CSAT 分数。然而，面临的挑战是在继续增长的同时维持这些数字。该团队的技术知识值得称赞，但还有改善沟通的机会。该公司需要一种解决方案，帮助代理商在沟通中自信、清晰、一致地提供技术专业知识。该解决方案还需要向代理商灌输信任，以培养优质的客户关系。
关于客户
Lucid 是一家高增长的研究技术 (ResTech) 公司，提供对第一方数据的编程访问。该公司业务遍及全球，客户和员工遍布一百多个国家。 Lucid 是领先的解决方案，可帮助任何行业的任何人调查在线受众并获得他们所需的答案。该公司的愿景是改变客户访问数据的方式，以找到他们正在寻求的见解。 Lucid 的客户支持团队已从 5 名代理增加到 17 名，保持着 4.86 分（满分 5 分）的高客户满意度 (CSAT) 分数。
解决方案
Lucid 的平台支持副总监 Jimmy Snyder 在 Grammarly Business 中找到了解决方案。该工具价格实惠、易于使用且用户直观，使团队能够轻松上手。它与团队使用的现有工具很好地集成。该解决方案使管理人员能够专注于更具战略性的优先事项。 Grammarly Business 还满足公司的安全和 CCPA 合规性要求。该工具推出后，帮助客服人员提高语法和拼写，并提高他们的专业水平和语气。它还帮助非英语母语人士改善他们的用词选择，使他们的沟通更加专业、自然和有吸引力。
运营影响
数量效益
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