How real-time prioritisation drives sales from support

Interview with Cornelia Konstantyner, Head of CX at Organic Basics
Interview with Cornelia Konstantyner, Head of CX at Organic Basics
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In this episode of the Support Insights podcast, we caught up with Cornelia Konstantyner, Head of CX at the fast-growing sustainable fashion brand, Organic Basics.

The Organic Basics CX team have built a really cool customer service experience, leveraging automation to prioritise incoming requests based on CRM data, language and the customer's funnel depth.

Cornelia and her team built a complex set of rules that work together to reduce response time to conversations that need a quick response—creating a win-win for company and customer.

In this episode, you'll find out:

  • How to choose which support conversations to prioritise to create a win-win situation for your customers.
  • Why it matters if a customer is subscribed to the Organic Basics newsletter or not.
  • How auto-prioritisation drives efficiency, cuts costs, and increases sales at Organic Basics.
  • How auto-prioritisation has significantly improved the agent experience.
  • What planning and collaboration was needed to get the process set up.

If you're keen to dig deeper into prioritisation, you can check out an article we wrote recently: how to properly prioritize customer support requests.

Make sure you come back next week, we'll hear from Cornelia again—this time on the subject of creating an environmentally conscious returns process. Subscribe here to follow along.

P.S. Keen to auto-prioritise inbound tickets based on conversation topic? Our platform uses text and sentiment analytics to accurately achieve that goal. Please reach out for a demo to learn more.

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