In April 2023, Ortto launched a new AI-powered live chat feature, Talk, that is purpose-built to help customer-facing teams excel in a communication platform they actually love to use. 

Our support team has been using Talk for over six months now, developing workflows that have helped them achieve an incredible 4.88/5 customer satisfaction score (CSAT) and a G2 award for Best Support in Mid-Market for Spring 2023. 

The challenge

Ortto’s support team was using another live chat tool before Talk. Customers rated their conversations highly, but internally, the team faced challenges getting the information they needed, when and where they needed it. 

Talk was purpose-built to solve this problem. But it wasn’t until the team implemented it that they started to understand just how powerful this access to information would be. 

The strategy: Use the full capabilities of Talk to improve the flow of information 

Ortto’s Global Head of Customer Support, Emily McLaren, is a coach-player who is on the tools day-to-day, so she knew exactly the information she needed to avoid repetitive tasks, remove unnecessary bottlenecks, and set her team up for success. 

First up was access to customer data. She wanted every conversation with a customer to be personalized, but accessing the relevant information required opening a new tab and logging in to another tool — and this was causing inefficiencies for the team. 

With Talk connected to our Ortto CDP, this problem was immediately solved. 

“I’ve been in the tech support industry for eight years, and this is the first tool I’ve ever worked with that is connected to this much customer data. I didn’t realize how helpful it was going to be until I used it. We can even see which knowledge base article or website page the customer reached out to us from so we can come into a conversation with full context. It just saves so much time.” 

Next on the list: Easy access to reports. To effectively lead a dynamic, global team it is important to identify and solve problems quickly, and be able to confidently report on your team’s impact. Both of these things require reports — and a lot of them. 

With Talk connected to Ortto’s sophisticated and intuitive reporting, Emily was able to answer complex questions simply and quickly. 

Once she realized just how easy reporting was, Emily started to analyze the data to make decisions about hiring and working hours. “We had already been reporting on opens per week and what region the customers were coming from, but with Talk I was able to see how many conversations per hour and per agent, which helped me answer questions like, ‘Should we move our Europe team’s shifts around so we can have more coverage in a busy period for the US?”

The insights didn’t end there. Reports on things like ‘conversation by feature’ help reveal gaps in our knowledge base content and ‘Does an AI reply lead to a positive rating?’ helps us understand the impact of AI responses on our overall performance. 

Now, Talk reports help Emily optimize processes, focus team training efforts, identify areas for improvement, track performance, and so much more.