Automating customer support flows with with e-mail responses

Kelly, Director of Customer Support, has a problem at hand. Most of her support engineers end up responding to Level 1 support requests where customers are looking for information that is already available on the website. Customers just end up sending e-mails to support without trying to search for themselves.

This sequence of events is non-productive for the customer and support engineers. Customers simply wait for information instead of getting it on the website directly, and support engineers manually send a pointer to the Frequently Asked Questions (FAQ) section from the website to the customers. Kelly sees it as an opportunity to improve and wants to reduce the time spent on support ...

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