Solving the hairy world of insurance - imagining and co-creating products from the ground up to positively impact the health and financial wellbeing of every human as we go.https://www.plumhq.com/
Plum Support team takes internal support requests on a Slack channel and faced challenges with tracking and closing them. ClearFeed's integration allowed the connection of Slack and Zendesk accounts, enabling customer support agents to work seamlessly without switching between platforms. This streamlined the support process - improved tracking, measurement, and response times while reducing escalations and eliminating leakage of customer requests. The need for manual monitoring of Slack channels was also removed.
Established in 2019, Plum is India’s fastest growing B2B insur-tech company headquartered in Bangalore. The firm assists businesses across sizes and industries, in offering health insurance coverage to their employees. Plum sets itself apart by offering comprehensive health benefits in addition to great inclusive insurance policies, all through a state-of-the-art tech platform. Today, Plum is helping over 3000 companies across India including 26 unicorns like Swiggy, Zomato, Unacademy, and many more, build a culture of care for their teams and their families.
Plum allows customers to use different channels for support queries: chatbot, email, WhatsApp groups, directly approach their account managers, and a hotline number. Sometimes the customer facing teams that manage support need help from other teams (eg. engineering, operations, etc.), leading to the use internal slack channels to share and resolve customer queries.
Slack chat rooms are unstructured. There's no visibility in terms of the number of tickets being raised. And whether they are being followed through end to end. There’s no status tracking. As Partha said:
As existing users of Zendesk - the solution was natural. Every incoming request for the Support team should be tracked in Zendesk. Zendesk already has a roster of agents who are online and tickets would be automatically routed to whosoever was available. The only question was how to bridge Slack and Zendesk.
Plum explored two solutions before settling on ClearFeed:
The ideal solution he was looking for was where people could just chat normally as they do on Slack and Zendesk tickets automatically get created.
Plum now uses ClearFeed’s Zendesk integration to convert every incoming request to a Zendesk ticket. ClearFeed’s software connects every request on Slack to a newly created ticket in Zendesk, allows requesters to continue communicating from Slack (by replying to the thread), while allowing the Support team to see all messages and respond to them from Zendesk.
One of the primary benefits for Plum is that they are now tracking every request over Slack. That means they can now be confident that every request is being responded to and closed, can understand the total volume, can keep track of response time service metrics, the closure rate and so on. The chart below shows requests being tracked as tickets post deployment of ClearFeed in February.
Many a times - it’s easier to respond directly on Slack. Thanks to the bi-directional sync with Zendesk, responders do not have to worry about where they respond from. All responses get reflected in both Slack and Zendesk. As Parth said:
We did the numbers on Plum’s messages and found Parth was right:
Perhaps the least quantifiable but most important part of the solution has been how easy it has been for everyone to adopt. Earlier the request was raised on Slack and the Support team tagged. The Support team would monitor the Slack channel - and manually take the requests. But now ClearFeed automatically creates tickets which are routed to the available agent. No one has to change their workflow.
"More metrics, more info is always appreciated"
For Plum HQ, the integration of Slack and Zendesk through ClearFeed was crucial to streamlining business processes and measuring response and closure times. Given how important tagging is to collaboration - PlumHQ is hoping that ClearFeed can understand user tags on Zendesk and translate them into tags in Slack in the near future. By adopting ClearFeed, the company experienced faster resolution of queries, improved customer satisfaction, and more efficient support operations.