IT Solutions for Customer-Centric Teams

Incredibly excited to share a new case study featuring our friends at Interlaced! In just 5 months, they saw a 177% increase in tickets created via chat using Thread 🔥 First, some background: Interlaced provides top-notch IT solutions with a personal touch. But, their prior tooling made real-time client comms difficult and lacked omnichannel capabilities. They tried using Slack, but it created data silos with no easy way to track ticket history across platforms. Interlaced CEO Jeff Gaines wanted a tool that could fix this - enter Thread. After onboarding with us, here's what happened 🚀 (1) Interlaced could finally chat with clients anywhere — Slack, Teams, Zoom, you name it — with an AI assist to answer their technicians' questions faster. (2) The team automated ticket routing and used Thread's queue management to streamline their communication flows. (3) With conversation insights like summaries and auto-time entry, they saved 30% on admin work - a dramatic improvement. Zooming out, Thread helped Interlaced elevate their client experience AND their team's efficiency, resulting in: 📈 177% increase in chat tickets ⚡ 74% faster response times 🚀 5% higher gross profit margin In Jeff's words: "Thread's integrations have been a CX game-changer for our clients, and its queue management, automation, and routing are ideal for our technicians and operations teams. The icing on the cake? Their conversational AI allows our teams to spend more time serving our clients and less on busy work." Want to learn how Thread can supercharge your MSP operations? Check out the full case study below: https://lnkd.in/eHVsZJkD

Here at Rewatch, our engineers and designers join every one of our sales calls. This is our single most impactful strategy to create a customer-centric company. --- Okay, they don't actually join every call in person; instead, Rewatch automatically delivers daily insights from every sales and customer call so that our team can listen to our customers asynchronously. This constant exposure to customer pain and feedback is invaluable; our team can't live without it. Here are some quick benefits: 1. MAKE BETTER DECISIONS FASTER: Our team is fast because we have the confidence to prioritize and build for real customer pain. Having the source of truth come directly from your customers allows you to align to move forward faster. Always be shipping! 2. HEAR DIRECTLY FROM CUSTOMERS: Our team hears feedback firsthand rather than via a game of telephone. This enables us to truly understand what our customers are asking for without missing essential details. True cross-functional collaboration is based on a shared source of reality. 3. WIN TOGETHER: Nothing is better than when your team come together to deliver for your customers. This creates a winning culture at your company centered on your customers. Companies that are customer-centric and have a deep understanding of their customer needs will outpace their competition by constantly delivering value. Rewatch helps your team win.

Marketing, sales and CS teams, take note! In looking for a team management tool for my pole vault club, I had an experience that is worth noting with customer prioritization. ABC Glofox and TeamUp set a crazy standard in customer engagement with me this week, and here's why: Fast and Purposeful Response: Within two minutes of filling out their forms, both companies called me. This response replaced a discovery call and showed not only efficiency but a genuine interest in understanding my specific needs. Strategic Discovery Process: Rather than wasting our initial interaction on a lengthy discovery phase, both companies utilized that time to schedule demos around my use case for the next day. I left the calls feeling respected and understood. Effective Questioning: During their brief calls, both companies asked four targeted discovery questions. These weren't generic inquiries; they were aimed at uncovering the specific format of my pole vault club's management needs. They both have solutions for a unique use case I have and will be showing me tomorrow. Thorough Note-Taking: Taking customer-centricity to the next level, both businesses took notes during our talks. Their follow-ups included these details of our conversation so I know I won't have to repeat them tomorrow. Anticipating Wow Moments: Both companies will cover the features I need in the demo but also mentioned a feature they'll show that could be helpful and act as a "wow moment." It's a proactive approach, ensuring that our interactions are not just informative but memorable. In a world where customer experience is setting companies apart, they are showing that prioritizing the customer's journey from the first interaction pays off. This level of service builds trust, sets the stage for meaningful partnerships, and ultimately makes the customer's journey one filled with moments of delight. Turning every interaction into an opportunity to exceed expectations is worth noting and should make us all pause and consider how things currently run in our organization and whether we are providing this level of service.

For business leaders seeking to solve employee and customer experience, there is a closer connection between the two than you might think. Ultimately, organizations are looking to keep their teams and customers happy while also minimizing cost.   We are seeing more C-Level executives becoming involved with both EX and CX decision making. To help in this area, Webex recently partnered with Forrester Consulting to give C-level executives some fresh perspectives on how to navigate this ever-evolving scenario.   The survey revealed that there is a strong interest among C-level executives for integrated solutions that combine Unified Communications as a Service (UCaaS) and Contact Center as a Service (CCaaS).   This single-vendor approach isn't just for convenience—it’s seen as a catalyst for innovation, cost-savings, and digital transformation.   1. Driving Innovation: Leaders are focusing on new customer experience (CX) initiatives and greater access to AI capabilities to keep customers engaged and satisfied. 2. Security is Key: 60% of C-level execs emphasize secure operations as crucial for customer satisfaction, particularly when expanding their digital channel service area. 3. Improve Costs: Almost half are focused on Total Cost of Ownership (TCO) savings, and many see a single-vendor offering as a way to improve overall efficiencies.   So, if you’re looking for ways to maximize customer satisfaction without compromising on cost efficiency, I encourage you to read my blog and refer to the full report.    https://lnkd.in/g6bTeEkS