How Asana Rebel quickly cleaned up a huge backlog of tickets
Industry
Health, Wellness & Fitness
Platform
Zendesk
Requests
1000's/mo
About Asana Rebel
Asana Rebel is a fitness app designed for rebels that make their own rules. Their mission is to encourage you through Yoga Inspired Fitness and cutting edge technologies to live healthy and feel good everywhere and everyday. Follow your own path! Be a rebel. Be you.
Challenge
With the fast growth of customer base Asana Rebel was challenged to solve a huge backlog of customer support requests. In a few days of January 2021 the CX team received more than 10.000 support tickets and needed an immediate solution to resolve it ASAP.
Solution
Along with professional Zendesk optimization services Pythia team implemented Ticket Classifier to categorize and prioritize tickets in the queue and the Advanced Macros app to accelerate the resolution process significantly.
Results
In less than 2 weeks Asana Rebel's team was able to clean up the multi-lingual backlog of tickets completely without new agents' hirings. The average First Reply Time was reduced to less than 3 business hours. And the same team is able to solve 2X more tickets keeping a high level of FRT and CSAT.
What's next
With improved tickets categorisation and macros usage Asana Rebel received the tool to collect rich analytics for product development. The team started using Macros Reporting app to understand top issues in customer experience and improve it with tailored new product features and upgrades.
With the Pythia app, our team of agents was able to quickly resolve a huge backlog of tickets. The general level of macros usage grew up remarkably too. And we especially enjoyed the app's features for multilingual support. As a result, Pythia allowed us to increase speed and quality of our support significantly.
