PagerDuty announced a new customer service solution, built specifically for teams responsible for ensuring great customer experiences.
This is a Digital Ops solution for customer service agents on the frontline who need to proactively and automatically initiate response processes to resolve cases faster. By collaborating directly with Dev and ITOps teams, while keeping customers informed, customer service teams can both improve productivity, and protect their company’s reputation and revenue. Importantly, PagerDuty’s platform also automates the transition of agents from on-duty to on-call which reduces the need for staffing during off-hour shifts – a material cost saving and productivity measure in a critical, time-sensitive customer-focused function in a business.
PagerDuty’s new solution includes new packaging and pricing specifically designed for customer service teams, an integration with Salesforce Service Cloud, and an industry-leading updated integrations with Zendesk that provides agents with automated workflows, the latest information on incident priority and status and a status dashboard in the sidebar of their Zendesk interface, so they don’t need to switch between tools.
PagerDuty for Customer Service automatically provides an immediate, orchestrated response by giving agents complete visibility into incident status and the ability to collaborate with technical stakeholders, while working from preferred customer service platforms such as Salesforce and Zendesk. The result is an empowered customer service team that can proactively drive the remediation of customer-facing digital issues, rather than scrambling to find the right technical resources to help.
“Customer Service teams identify 50% of customer-facing digital issues1 as a result of their interactions with customers,” explained Jonathan Rende, SVP of Products at PagerDuty. “Very similar to Dev and ITOps teams that are on the frontlines, we’re helping Customer Service agents address issues by putting them in the driver’s seat for proactively handling cases. By enabling real-time collaboration with Dev and IT teams, our new product helps them get ahead of cases and poor customer experiences that can impact the top and bottom line.”
Building on the company’s Salesforce integration, PagerDuty’s updated Zendesk integration and PagerDuty for Customer Service plan offers users the ability to collaborate bidirectionally with technical stakeholders. Additionally, teams can leverage machine learning to inform customers before they know about a problem, with information on what to expect next, and provide differentiated responses for impacted customers.
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