How CalendarHero Helps Teams Remove Friction from Customer Scheduling
Power up your customer-facing teams with smart scheduling features that will improve your team’s processes and your customer experience simultaneously.
BY JOEL PINEDA, CUSTOMER SUCCESS MANAGER
This is me (Joel) at CalendarHero HQ thinking about our awesome customers!
Right now, company roles related to customer success and support are some of the fastest-growing professions out there. As more companies come to realize how vital customer experience is to their growth, these roles will continue to be key functions in any organization.
However, there are still too many organizations that don’t have a firm grasp on how to help their customer-facing teams succeed. And I know this firsthand because I’m a customer success manager myself.
I've worked in a variety of companies that have all strived to build thriving customer-facing teams. What separates the high performers? There’s a solid understanding that their teams and strategy need adapt to a rapidly changing, client-centric world.
What's on the rise: customer acquisition costs, information delivery speeds, and customer expectations of your company. That means businesses today must learn how to invest in their customer success and support teams intelligently.
Here are some eye-opening facts:
33% of Americans say they'll consider switching companies after just a single instance of poor service.
Americans tell an average of 15 people about a poor service experience, versus the 11 people they'll tell about a good experience.
74% of people are likely to switch brands if they find the purchasing process too difficult. (source)
It's pretty clear that customer success is a critical part of any organization, but what is not so obvious is how to ensure your customer-facing teams are functioning at their best. In my experience, the tools you use are just as essential as values like empathy and knowledge of the customer journey.
At CalendarHero, we've built an AI-powered meeting scheduler to help teams work faster by automating meeting scheduling. Through intelligent scheduling functionality and integrations with leading support software like Zendesk and Ticket Now, we've streamlined the entire customer scheduling process and reduced friction in customer interactions.
Now, let's walk through some universal customer success/support scenarios and how CalendarHero can help.
1. Your Customer wants a Meeting with Screen Sharing
The Scenario: You have a support agent interacting with a customer over email, and there’s a request to have a screen-share meeting.
The issue: You want your support rep to make time for the customer, but you don't want to take them away from supporting other clients.
The Solution: With CalendarHero, your agents can create a Personal Scheduling Link. Scheduling links are a quick one-click booking method that your support agent can drop into an email exchange with the customer. Scheduling links can be customized to include video conferencing automatically, your availability, and lead time (minimum notice that you require before a meeting can be booked).
Once the scheduling link is shared, the customer will be able to pick a time to meet from your support agent’s availability. With our Zendesk integration, the support agent can also quickly update the status of the support ticket directly from their inbox.
2. Your Customer Wants to Meet with a Manager
The Scenario: Your support agent is speaking with a client, and there's an issue that needs to be addressed by a manager (let’s say, you).
The Issue: As the manager, you want to ensure that the communication transition is smooth and doesn't take too much time from your agent's ability to support other valued clients.
The Solution: Each of your support agents can create a CalendarHero meeting type that has our On-behalf functionality turned on. On-behalf gives team members (like support agents) the ability to quickly schedule a meeting on behalf of another team member (say you) automatically.
After the meeting is booked your support agent will get a notification from their automated meeting assistant that the on-behalf meeting has been scheduled. This feature also works great when your support agents receive requests to have meetings with other internal teams like Marketing or Accounting.
3. Your Customer Needs IT to look at a Product Bug
The Scenario: Let's say that one of your support agents is responding to a client ticket that requires a member of your IT team to meet with the client.
The Issue: Now, you need to organize a meeting between three people that includes the support agent, the client, and the IT specialist.
The Solution: Create a CalendarHero meeting type that already includes your IT specialist's real-time availability using the Collective Availability feature. This feature ensures that the client will only be able to select meeting times based on both the support agent and IT specialist's mutual availability.
Once your agent has configured the meeting type, they will have the option of having their meeting assistant send out the invitation via email. However, if they’re already in conversation with the client, they can opt to share a private meeting link to have the meeting request shared within the same conversation.
4. Your Customer wants Additional Training
The Scenario: A customer that has requested a training call with support staff.
The Issue: Any member of the support staff can train the customer, but you don't want to have to manually find out who is available to lead the training session.
The Solution: Send a meeting invitation with Round Robin turned on so that all of your team members' availability can be uniformly presented, which allows the customer to select a meeting time with any available support agent.
Once the customer has picked a time, the AI-powered meeting assistant will automatically go through the list of your team members and find the agent who is available for the time the customer has selected.
5. Your Support Agent needs Quick Access to a Customer Ticket
The Scenario: You’re speaking with one of your support agents in your organization’s internal chat platform (ex. Slack, Microsoft Teams), and you’ve requested information about one of their tickets.
The Issue: Your support agent wants to give you a quick update while being able to view, edit, and close the ticket quickly.
The Solution: CalendarHero can bridge your internal team’s chat platform with your ticketing system, such as Zendesk or Intercom. Without exiting your chat platform and opening another app, your agent can easily pull up the ticket in question right within chat. Integrating CalendarHero with your team's chat platform, improves your agent’s workflow, and saves them from the pain of needing to switch through multiple apps.
To be successful in customer success and support means having the ability to meet your customers’ evolving needs without compromising your team’s internal workflow and ability to collaborate. By adding CalendarHero to your existing customer success or support tech stack, you’ll be able to manage your customer-facing teams confidently while helping them serve your customers more efficiently.
Help your friends schedule meetings faster! Share this post: