Deskpro

In this month's edition of Humans Behind the Help Desk, we're featuring Senior Product Manager Stephanie Grace Meyer (née Fabre)! Stephanie is based in London and works closely with Engineering, Design, and Customer Success to develop help desk features that solve complex problems for our customers. She's a driving force behind our Voice of the Customer program, and you can hear her talking about the work she's doing (and how it's influencing our roadmap) in our upcoming webinar, "What support agents told us they need to do their best work:" https://hubs.li/Q04xRxyQ0

Don't miss our next webinar, where Stephanie Grace Meyer (née Fabre) and Becca Wilde will share what the Deskpro team has been hearing from support agents and how those insights are influencing our product roadmap. Save your spot now 👇

Yesterday at the Customer Connect Expo in Atlanta, our CEO Brad Murdoch presented a framework for taking a gradual approach to human-AI collaboration in CX (without going full Skynet). Our team has also had some great conversations with internal and customer support leaders who want to use AI as a tool without losing the human touch that matters in CX. It's clearly a topic that's been on a lot of people's minds! If you're at Customer Connect, there's still time to stop by the Deskpro booth to chat. We'd love to hear how you're thinking about helping your team as they tackle the complex customer issues that need human judgment.

Agent burnout is, at least in part, a workflow design problem, and that’s what we’re covering in this month’s Deskpro Digest. Check out the full newsletter for tips on using your help desk to reduce repetitive work, remove friction from agent workflows, and lower the cognitive load.

Heading to Customer Connect Expo next week? So are we! Stop by the Deskpro booth to talk all things help desk, agent empowerment, and customer experience. (You can also enter to win a Ninja CREAMi while you're there.) And don't miss our CEO, Brad Murdoch, speaking about the AI maturity journey in CX at 12:30 pm ET on September 9th. His session will cover a realistic 5-stage framework for AI implementation that keeps humans at the center of the customer experience.

Bringing AI into your support workflows isn't like flipping on a light switch. It's a gradual process of going from behind-the-scenes experimentation to automation across your support channels. And humans should stay in the loop the whole time. Here's a quick look at a 5-stage AI maturity framework for the support industry. If you want to get a better idea of where your team is at on the spectrum, take our quick AI maturity quiz (link in the comments).

Don't miss our discussion on addressing support agent burnout this Thursday 👇

🗓️ There’s still time to register for this week’s webinar!  Join Hannah Scott and Vanessa Klar for a conversation on the top causes of agent burnout and the practical steps support leaders can take to improve the agent experience.  Get the details and RSVP here: https://hubs.li/Q04v4rfL0

Resolution-based pricing for AI has become common in the help desk market. Deskpro has made an intentional choice not to use this pricing model. Our CEO, Brad Murdoch, explains why (and breaks down the costs of token-based vs. resolution-based pricing) in a recent blog post. Get a quick look at the breakdown below, and read the full blog at the link in the comments 🔗