Case study 1 · Web customer service bot with Zendesk integration
The problem
Every service business knows this question: “When is my servicing date?” It arrives by the dozen, every day. Each one needs a customer service agent to read it, figure out who the right scheduler is, pass it on, and then reply to the client. None of it is difficult work, but it is constant, and it pulls your team away from the conversations that actually need a human.
Clients feel the delay too. Without a reference number, they have no easy way to follow up, so they ask again, and the queue grows.
What we built
We built a customer service bot that lives on the client’s website and handles installation date requests from start to finish.
- Captures the request. Clients tell bot what they need in a simple web chat, any time of day.
- Routes it to the right person. Bot assigns the ticket directly to the specific scheduler responsible, with no manual hand-off in between.
- Gives clients a ticket number. Every request gets its own ticket number, so clients can keep track of their request and follow up with a clear reference.
- Keeps the team in the loop. The full content of every client request is visible in Zendesk, so the customer service team always has the complete picture without asking the client to repeat themselves.
The result
Installation date enquiries no longer sit in a shared inbox waiting for someone to sort them. They land with the right scheduler straight away, clients get a ticket number they can rely on, and the customer service team keeps full visibility in the tool they already use.
The outcome is a faster, more professional experience for clients and a lighter load for the team behind them.
Is this you?
If your team spends its day answering the same status questions and forwarding requests by hand, a bot like Bot can take that work off their plate. Get in touch and we will show you how it could work with your existing helpdesk.