Support Hypercare

Four/Four enables customer support teams to deliver efficient, proactive service, ensuring top-tier customer experiences during critical onboarding phases.

Imagine a scenario involving a large corporation undergoing a white-glove onboarding process after signing a new contract. It's essential to remain attentive to any feedback provided during implementation to guarantee a good outcome. Four/Four empowers the support team with agentic AI that automatically highlights relevant actions, without needing intervention from the customer.

How it works:

1. Automated insight collection: Specific conversational queues are set up in Jira Service Desk or Jira Service Management. Conversations meeting certain criteria, such as new accounts reporting potential issues during customer success interactions, are automatically turned into support tickets.
2. Efficient issue identification: For example, a conversation between Rob (Customer Success) and Vicky (The Customer) highlights concerns about irrelevant data being pulled into their data set. Even though the support case wasn't raised by Vicky or Rob, it's automatically captured for the support team to review.
3. Detailed context: The system provides a concise summary of the customer's pain points, allowing support staff to proactively address potential issues. In this case, unexpected data entries due to CRM glitches were investigated before escalating to a support ticket.
4. Direct communication: Support team members can quickly reach out to involved parties, such as Rob or Vicky, to confirm their understanding and address issues swiftly, enhancing the customer experience without them having to formally raise a issue.

By leveraging real-time insights and automating support processes, Four/Four not only improves responsiveness but also ensures a seamless and engaging customer experience, highlighting the company as a strategic and attentive partner.