With this new workflow, an Advocate’s time is freed up for higher value activities.
Name * “Listening to these customers and the nuances of what they’re sharing are our number one key to success,” says Callahan.
Bulletproof hosting is a service provided by some domain hosting or web hosting firms that allows their customer considerable leniency in the kinds of material they may upload and distribute. You can email; however, you cannot speak to a person. Bulletproof uses Kustomer’s custom workflows to automate the resolution of common transactional problems for customers without the help of their development team.As an example, product delivery notifications and problem-solving have transformed. Kustomer helps Bulletproof’s customer care advocates achieve peak performance. Although we always prefer to deal with our clients on a personal level, we know our customers also value the convenience of a self-service option that is available 24/7. When an online shopper receives a Bulletproof delivery, a notification is sent that asks for feedback: “If this order exceeded your expectations, reply and say #BPDelivered. We believe in making it easy for our customers to do business.
Advocates need to build trust with these customers, educating and inspiring them.Driving effective, efficient, and valuable customer care is a priority for Bulletproof’s Head of Customer Care and Experience, Michael Callahan. If you are an existing client, you can access these services by clicking below. And if it didn’t, reply with #BPCares.” If the customer replies with #BPCares, the workflow automatically triggers an order lookup based on the phone number and troubleshoots if there was a delivery problem. Callahan says Advocates noticed the difference right away, “Previously, customers would call when they had a bad delivery experience. Kustomer is offering to buy out your current Zendesk contract and up to 40% off until Sept 30th. Bulletproof is a nutritional and wellness brand with a mission to help people perform better, think faster, and live better. If the delivery is delayed, the customer automatically gets a text without needing an Advocate to send it.This type of workflow has significantly reduced the number of transactional conversations that inbound to the Advocates team. Kustomer has a very well-architected and well-developed set of services. Another benefit with Amazon Connect is that, unlike a cost-per-agent or voice license model, Bulletproof only pays for actual call volume.With the integration, the agent telephony experience is simple to use and call data is available natively in Kustomer. Customer Service If you have general customer service questions and would like to be contacted, please fill out the form below and we will get back to you ASAP. icuc-editor. The brand’s satisfaction survey model asks customers how strongly they exceeded expectations in the last support conversation, on a scale from one to five. - Michael Callahan, Head of Customer Care and Experience at Bulletproof 360Bulletproof is a nutritional and wellness brand with a mission to help people perform better, think faster, and live better. And Callahan refers to the ability to push real-time Kustomer events data into an Amazon Kinesis stream as “enterprise-class” business intelligence data — versus the “excel-kind of functionality” of competitors.Through the combination of Kustomer, Amazon Connect, and Bolt, Bulletproof’s custom-built chatbot, the Bulletproof Customer Care Advocates plan to continue increasing high-value customer touches with just incremental headcount growth. “So having a support Advocate who can both efficiently handle delivery issues and shift context quickly to have an extended conversation about the benefits of, for example, coconut oil with someone who wants to talk is essential.”Kustomer enabled Bulletproof to streamline its transactional customer support conversations, freeing up more time for high-value activities without expanding Advocate headcount.
This leniency has been taken advantage of by spammers [1] and providers of online gambling or illegal pornography . Callahan considers the partnership with Kustomer and Amazon Connect “rocket fuel” for the future of the brand’s customer care experience.Bulletproof also plans to utilize Kustomer’s sentiment measurement capabilities in the near future.Primarily from our increased efficiency with Kustomer, we’ve seen a significant reduction of $3 to $4 for every cost per contact.Kustomer is a platform that will drive efficiency. “It drove me insane that I used to have people logging into Facebook to talk to customers. Bulletproof offers products to help people to reach a state of high performance and achieve their full protential, mentally and physically. If you want a true partner in the CRM technology space, then Kustomer is a phenomenal choice.
We believe in making it easy for our customers to do business. Bulletproof Wins 2020 Microsoft Canada IMPACT Partner of the Year | Modern Workplace AwardWe use cookies to ensure that we give you the best experience on our website. Then we would look up the account. As a result, Advocates are now proactively identifying new opportunities for the team to improve productivity and efficiency with Kustomer.Omnichannel capabilities were also at the top of Bulletproof’s priority list for a new customer care platform. Callahan oversees Customer Care Advocates and led the brand’s recent CRM evaluation, selection, and implementation.One of the most significant areas of opportunity for the Advocates team is with passionate customers who want to provide feedback on Bulletproof products. After launching with Kustomer and Amazon Connect and optimizing workflows to push to text and voice channels with a focus on first contact resolution (FCR), Bulletproof customers’ perception of service quality increased 15 points in two months.Kustomer’s native Amazon Connect integration was another key value driver and selection criteria for Bulletproof. 73 people found this helpful.
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