We basically have two timelines in our company: pre-Idiomatic (not useful) and post-Idiomatic (what everyone uses). Challenge Routing tickets based on user self-selection lacked the precision needed…… Read more “How Instacart Tackled a 116% Surge in Contact Volume Using Idiomatic Ticket Routing”
Category: Uncategorized
How FabFitFun Tackles Customer Churn & Invests in Customer Growth with Idiomatic
Idiomatic was essential in our Voice-of-Member initiative for 2021 Challenge Manual tagging of data resulted in inconsistencies, small samples, and excess time spent on deep dives to…… Read more “How FabFitFun Tackles Customer Churn & Invests in Customer Growth with Idiomatic”
How Upwork Saves $1.25 Million Annually With Idiomatic
Idiomatic gave us the customer voice insights we needed to improve support operations while eliminating the need for manual reviews. Challenge With over 300 support agents handling…… Read more “How Upwork Saves $1.25 Million Annually With Idiomatic”
Why Tag? How to Tame the Support Inbox Using Categorization
As the command center for all customer support operations, the help desk plays a huge role in sourcing substantial information about your customers. Each bug report, customer…… Read more “Why Tag? How to Tame the Support Inbox Using Categorization”
Customer Sentiment Is A Customer Heartbeat.
For most people, the word “sentiment” usually conjures the image of a gift card. Maybe you picture ‘Thoughts and Well Wishes!’ written above a picture of a…… Read more “Customer Sentiment Is A Customer Heartbeat.”
Exciting Updates to the Idiomatic Platform
Idiomatic is committed to helping teams better understand customer feedback. Of course this means we’ve also been collecting feedback ourselves! With this major update, clients will see…… Read more “Exciting Updates to the Idiomatic Platform”
Putting Out Fires Before They Spread: Using AI To Improve Incident Response
It’s 2 o’clock on a Tuesday when a support ticket comes into your help desk reporting unusual site behavior. A Tier 1 customer support agent tests the…… Read more “Putting Out Fires Before They Spread: Using AI To Improve Incident Response”
Maintaining Customer Obsession in the Face of Massive Scaling
The first support agent at your company knew most customers on a first name basis. They knew the history of every product change. The voice of the…… Read more “Maintaining Customer Obsession in the Face of Massive Scaling”
Why your Customer Support Team should really be a Customer Experience Team
86% of customers say they will pay more for a better customer experience. As customers ourselves, this makes sense intuitively. I will happily pay a premium for…… Read more “Why your Customer Support Team should really be a Customer Experience Team”
