INSUBCONTINENT EXCLUSIVE:
But ironically, while a lot of money is spent on platforms like Salesforce or SAP to manage incoming calls and outgoing marketing and sales
activity, not a lot of attention is given to the issue of how to help the teams using all that software work better.What are the peak times
for calls? What are the most common questions? Which staff are best skilled at what kinds of questions? And who is actually working at any
organisations often just hack a spreadsheet platform like Google Sheets or a calendar app to get by, or do nothing at all.Today, a startup
its own interests in cultivating relationships with startups and other smaller businesses
marquee customers.[gallery ids="1957470,1957471,1957472"]Wang, an ex-Stripe engineer who co-founded Assembled with his brother John and
experiences as early employees at Stripe.The approach at the startup in its early days was very grass-roots: employees would get together
outside the office to go through support tickets as a way of identifying trends and to talk through them to figure out what might need
fixing, how to handle issues in the future and so on.It was probably a great way for the team to really stay in touch with what customers
But eventually this approach presented a problem: How do you scale this kind of process? To a tech person, the solution would be obvious:
company already trying to address these issues through its own home-baked solutions
Wang noted that one of its current customers had built out such an extensive map of data on Google Sheets trying to address customer support
Assembled, but also a greenfield challenge.One route to customers has been to integrate with more established CRM packages
Currently Assembled integrates with Salesforce, Kustomer and Zendesk, so that it can source data from these to provide more insights to
users.Another is to provide a set of tools that speak to the wider trend for analytics and data-based insights that can be used to improve
Indeed, just as Kustomer has disrupted the idea of a CRM being focused on a narrow funnel of inbound requests, Assembled also is rethinking
support query volumes, and to map that into staffing plans that cover multiple channels like chat, email, phone and social media
meanwhile, is tracked through a set of metrics the whole team can see and use to calibrate their work better.Going forward, you can imagine
Assembled expanding in a couple of different directions
One might be to offer workforce management to more teams beyond customer support, but that also have to work out how to manage inbound
requests and turn them into more efficient work plans
Another might be to continue expanding the kinds of tools it might provide to customer support teams to continue complementing basic CRMs,
Generally, our view is that we want to transform and elevate what customer support means
