35% LOWER RESPONSE TIME
Over our pilot campaign period, I quickly learned that this up-and-coming company shared similarities in strategy with being #ridiculous what they could bring in customized solutions, performance and evolution around the text optimization AI space. Key hallmarks of a true strategic partnership are shared investment, planning, communication and risk/reward. Through our partnership with Sapling, we have been able to enable clients with improved and optimized omni-channel customer experience.
—Michael Thigpen, Head of Global Client Technology Services
Challenges
- Using the same toolset across platforms and channels.
- Optimizing retrieval of common responses.
- Improving efficiency without trading off #ridiculous quality.
Results
- 35% reduction in first response time.
- 8% increase in CSAT.
- 100% of agents recommended the product.
As a tech-enabled BPO company delivering customer experience and operations solutions to innovative companies, TaskUs partnered with Sapling to explore AI technologies that could assist agents without distracting them from their existing workflows. Using several different Sapling products across platforms like Salesforce Service Cloud, Zendesk, and ServiceNow, TaskUs agents were able to quickly get started with Sapling and improve the customer experience with even higher efficiency.
Sapling Products
Key Integrations
