Stitch Fix
Stitch Fix combines personal styling with technology to offer an innovative solution that makes it easy for everyone to look great every day. An online personal styling service, Stitch Fix delivers items of clothing and accessories, which are hand-picked and personalized for you by seasoned style experts.
Service:
Systems Integration
Challenge
Stitch Fix was using Freshservice for their IT helpdesk to help their agents to resolve issues faster. While things were running smoothly for them, Stitch Fix wanted to limit the number of survey emails sent by Freshservice.
Freshservice sends out a survey email after a ticket is resolved. But if a large number of tickets were created, it led to employees receiving a slew of emails, which was an annoyance for them. Stitch Fix reached out to Codup to help fix the problem.
Solution
Codup took over the challenge and built a custom app for Freshdesk, which incorporated some powerful features.
Firstly, the app allowed them to create a set of rules on Freshdesk through which a particular kind of ticket with a certain status would be assigned to a specified group of agents. For example, a ticket related to QA with the status of pending would be assigned to a specified group of agents. This feature helped improve efficiency in their customer service processes and made sure that tickets were assigned to the right agent so that the customer’s issue was resolved in an efficient manner.
Secondly, we integrated the Freshdesk software with Twilio API and built a program that automatically sent SMS messages to customers whenever their ticket status was updated.
Results
Our custom Freshdesk app allowed Ingram Micro to effectively improve their customer service and improve their relationships with their customers. With an efficient customer service workflow, Ingram Micro was all set for taking off successfully in the global market.
