HRDCorp has been using Zoho Desk to handle hundreds of tickets a day, but unfortunately, it was not used to its full capacity. Although agents do have a place to look at all their tickets, no defined process was in place and thus there's no automation possible that could've helped ease the burden of the support agents.

●  Zoho Desk

●  Zoho SalesIQ

HRDCorp is a government-linked company (GLC) in Malaysia, managing and promoting human capital development through various channels, methods and events. When a company reaches a certain size in terms of the number of employees, they're required to be registered with HRDCorp and will be obligated to contribute a fraction of their revenue. In return, HRDCorp provides resources and means to improve skills of the employees. Having said that, HRDCorp is a large organization and is constantly addressing issues and concerns of its contributors.

Zoho Desk was used merely as a database to keep all the tickets and to reply to them as well. However, when hundreds of tickets are coming in in a day, it became too overwhelming for its service agents to keep track of the tickets and this leads to unattended tickets. That, in return, leads to unsatisfactory service quality as seen by the contributors.

The agents are also faced with issues where they are also overwhelmed to address direct calls from employers and employees alike. More time spent answering calls means fewer issues that can be addressed per day. Most of the issues are solvable by referring to existing articles in the Knowledge Base.

As such, our focus when trying to solve this issue is on simplifying some of the processes, defining them, and taking a load off of their shoulders in general. Because HRDCorp cannot afford to have a downtime, we do have to keep that in mind when offering our consultation and finding the best possible solution.

The first thing that we did was to make clear distinctions between numerous departments in the organization and defining teams in each of the departments. Then, an automation is being put in place to automate ticket assignation according to the defined criteria. This eliminates the need of the agents to do it manually, a task which consumes a lot of time, more so when the agent is relatively new. 

Then, we implemented blueprints so that everybody, regardless of their role, can know what they have to do as instructed by the system. This allows less time training agents and memorizing the steps as the system has dictated what must be done step by step. 

We make use of the Knowledge Base in Zoho Desk and integrate it with SalesIQ where we built a chatbot that would entertain the visitors by default when they visit HRDCorp's website. This has reduced agents' interaction time with the visitors considerably. This means that they can focus their resources doing more important things.