Chief Operating Officer
Service lost between inboxes.
Azend brings every channel into one HubSpot inbox, deploys customer agents for first response and reports service by market.
Meet Aisyah.
Chief Operating Officer, Lumera RetailFictional company
Aisyah runs operations for Lumera. Customers write in on every channel, and each market handles service its own way. When a complaint reaches her, she has to piece the history together from three inboxes.
- Industry
- Omnichannel retail
- Markets
- Malaysia and Indonesia
- How it is set up
- Stores, an online shop and a service team handling orders, returns and warranty
- Today
- Email, WhatsApp, LINE and marketplace chat handled in separate inboxes, with handoffs by message
What Aisyah wants
- One service standard in both markets
- Fewer manual handoffs between teams
- A clear view of cost to serve
Aisyah's problem.
Aisyah's service team works across separate inboxes and chat apps, so tickets get lost, customers repeat themselves, and handoffs to sales and finance happen by message. She has no view of resolution time or cost to serve by market.
Challenges
- Lower cost to serve as volume grows
- One service standard across markets
- Faster handoffs between teams
Pain points
- Tickets spread across inboxes and chat apps
- Manual handoffs between sales, service and finance
- No view of resolution time by market
How Azend solves it for Aisyah.
Azend brings every Lumera channel into one HubSpot inbox, deploys customer agents that answer common requests and hand over with full history, and gives Aisyah service reporting by market, channel and team.
- One inbox across email, WhatsApp, LINE and ViberOne inbox across email, WhatsApp, LINE and Viber, with routing by market, language and team.
- Customer agents for first response, with clean handoff to peopleCustomer agents for first response and common requests, with clean handoff to people.
- Service reporting by market, channel and teamResolution time, cost to serve and satisfaction reported by market, channel and team.
What changes for Aisyah.
Tickets across inboxes and apps
One inbox, one ticket per case
Manual handoffs between teams
Routed handoffs with full history
No view by market
Service reporting by market and channel
The numbers we instrument.
We name the metric and build the report in HubSpot. Targets are set with your team, never assumed.
Service cost per customer or per ticket, by market.
Time from first contact to resolution, by market and channel.
Satisfaction score collected after each resolved case.
Where we start.
A service audit of your channels, routing and reporting, with the inbox and agent setup we would build first.
Book a strategy callFor COOs, Azend brings email, WhatsApp, LINE and Viber into one HubSpot inbox, deploys customer agents that answer first and hand over cleanly, and reports resolution time and cost to serve by market and channel.
Questions.
Can one inbox cover WhatsApp, LINE, Viber and email?
Yes. Channels connect to the HubSpot help desk, so every conversation becomes a ticket on the customer record, whatever the channel.
Do AI customer agents hand over to people?
Yes. Agents answer from approved knowledge and pass the conversation, with its history, to the right team when a person is needed.
Where does Azend start with a Chief Operating Officer?
A service audit of your channels, routing and reporting, with the inbox and agent setup we would build first.
Serve every market to one standard.
A strategy call maps your revenue engine and where AI pays off first.