Hix Design Co.
A place where ideas & experiments come to life. Because some ideas are just worth building.
Test leading direct communications automation platforms for potential fit with Microsoft's megalith follow up challenge was a logical next step.
The goal: To implement pre-approved templates and assets that aligned to each product and potential issue that would be selected based upon interactions with the CRM during the support call.
Ultimately building a custom email communication loaded with helpful instructions, video tutorials and links on the fly with only 3-5 clicks by a call center rep.
A massive reduction in time per email response and increase in email quality / relevance. Email creation times went from 5-10 mins per call to sub 30 seconds. Saving Microsoft millions per day in call center costs and delivering faster client response times.
Beyond providing helpful information to the customer, these emails were also loaded with up-sell / cross-sell content. So support emails now became revenue generators.