The support challenges faced by Zenefits led them to explore a number of virtual agents and chatbots, but Solvvy’s complete chatbot & automation platform struck the right chord with the Zenefits’ decision makers. Solvvy’s advanced natural language processing and machine learning enabled Zenefits to address customer inquiries using their existing support content. It also provided a more customized experience for each user and routed complex problems to live support agents. By pairing Solvvy’s AI capabilities with Zenefits’ existing platform and support team, Solvvy offered the solution Zenefits needed to take support to even higher levels.
Improve Customer Experience
By effortlessly integrating Solvvy’s chatbot into their platform, Zenefits was able to conquer one of the biggest problems created by their previous customer support set-up. Instead of requiring users to exit their current Zenefits page and open a separate support landing page, Solvvy’s chatbot was placed as a widget directly in the bottom corner of the Zenefits platform. This allowed users to answer questions without getting derailed while working on critical payroll or HR tasks. Zenefits was even able to enable self-service for more complex questions, like responding to the receipt of a tax notice from the IRS, with this integrated, automated support option.
Leverage Existing Content & Training
A strength of Zenefits’ established customer support process was their robust support content library. Rather than having to rebuild all of this content, maintain it in multiple systems going forward, and enter a ton of keywords for each article to ‘train’ the chat interface to work properly, Solvvy was able to take on all of this work. Solvvy crawls the contents of Zenefit’s existing support content to stay up-to-date, and serves up specific snippets of articles to answer questions rather than making users hunt through longer articles to find the answer they seek. Solvvy also pulls from Zenefits’ training content – stored in a completely different system – including pages, guides, and hours of video to offer an even-more complete chatbot knowledge base capable of answering questions for all users of the Zenefits platform.
Provide Personalized Journeys
Solvvy is able to personalize responses for Zenefits users based on who is asking the question. This support journey is based on factors like a user’s company role (officer, HR administrator, employee) and the type of services the customer has with Zenefits among other factors. This allows for persona-based and skills-based routing, the ability for support items to be addressed by urgency and escalated when most appropriate.
For example, when an Administrator persona submits a question to Zenefits that requires live support about running Payroll, that inquiry is flagged as high priority and is routed to an agent or even a particular phone queue for more time-sensitive, personal support. On the other hand, an employee submitting a ticket related to locating an old pay-stub is automatically categorized as less urgent in nature, and that person is able to fill out a support ticket in Salesforce Service Cloud with Solvvy’s seamless integration or pursue other options.