Customer Service Technology

[Marsrover91]

Hey long time watcher first time poster. I am not sure if this is something anyone else has  thought about or if it's even something  Linus has looked at before but I work in CCAAS and was curious what the team is using for support on the backend like what CRM do they use, do they have omnichannel support or is it just email? How do they track support inquires and what metrics they use for it?  Not sure if it is something that would make a good video. I personally love  implementations and would love to watch the team go through some of the software. Hell I would love to work on it with them if possible. What does everyone think?

[Adam Pilolla]

Would recommend posting your idea here: 

We've actually just recently switched to a different helpdesk software and we're still working on building that out, so at least at the moment there isn't a whole ton of stuff to show but later on down the line, maybe!

[Marsrover91]

Awesome, I work with Nice, AWS, Five9 and Genisys Cloud on the CCAAS side. I'll resubmit the post over there but I love help desk software and think it would be cool to see. 

[ToboRobot]

12 hours ago, Marsrover91 said:

What does everyone think?

Boring.

[Marsrover91]

3 hours ago, ToboRobot said:

Boring.

Your not curious how their team work on the support tickets or the different kinds of software they could be using? Some of them are really interesting. AI, Speech analytics, Different forecasting models you can use to track potential calls. There is a lot of tech in the call center/ support team space. 

[Razercake]

Idk if its enough for a full blown video, maybe a floatplane exclusive? can't say I have much interest in it myself, but could see the appeal

[ToboRobot]

9 minutes ago, Marsrover91 said:

Your not curious how their team work on the support tickets or the different kinds of software they could be using? Some of them are really interesting. AI, Speech analytics, Different forecasting models you can use to track potential calls. There is a lot of tech in the call center/ support team space. 

I've worked customer support for large companies in the past.  Wow, the interface you use to store and retrieve information from a big database is so exciting, NOT!

It's not cool.  Generally software review videos are boring.  

There is lots of tech all over, but lots of it is boring and the niche of people who want to see customer support software videos is very small because it's not very interesting.

[Erioch]

1 hour ago, Marsrover91 said:

Your not curious how their team work on the support tickets or the different kinds of software they could be using? Some of them are really interesting. AI, Speech analytics, Different forecasting models you can use to track potential calls. There is a lot of tech in the call center/ support team space. 

Most of that AI stuff for customer support is absolute garbage.