Improve and scale your customer support
Don't rely on agent's manual tagging. Use AI to automatically categorize and trend your contact drivers across 100,000's of customer support cases, tickets and chats.
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Insights you can act on
Help your team and colleagues focus on the issues that matter to your customers. Discover with Cx Moments the true volume and trend of your customers queries and problems, to make better and faster decisions:
- What recurring issues you should get other departments to fix
- Which FAQ you should create in your Knowledge Base
- What topics you should train your agents on.
Scale your Customer Support operations
- Prioritize self-service opportunities: Trend customer questions to decide what FAQ to build, what bots to implement.
- Leverage your agents skills: During peak periods, route easy tickets to the “least trained” temporary agents.
- Automate your Helpdesk: Use Cx Moments AI tags to trigger automations in your Helpdesk.
- Clear your backlog: Prioritize tickets in backlog based on query type.
Detect spikes in contact drivers
- Discover the customer queries and keywords that drive volume peaks in your support activity.
- Monitor sensitive issues in an easy-to-view watch list.
- Read what customers are actually saying about a specific issued in a one-click drill down.
Monitor and train customer support agents
- Check who are your star performing agents and in which area.
- Discover what customer queries your agents struggle the most with, and may need training on.
Report, analyse and escalate
- Find the issues that are taking up agents time.
- Report the granular breakdown of tickets per issue type.
- See the issues that are constantly occurring, and escalate them to the relevant team with just the click of a button.
Integrations
Cx Moments integrates with major Helpdesks including Intercom, Zendesk Support, Zendesk Chat, Freshdesk, Freshservice, Salesforce, LiveChat, Zoho.
We add new integrations all the time, but if your Helpdesk is not yet pre-integrated with us, you can still get started in minutes by using our CSV upload feature. See our full list of integrations here.