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How the nation's largest transit ad company transformed its customer support with AI

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Summary

Vector Media, the largest transit advertising company in the U.S., faced a challenge of too many customer support tickets and not enough time to give personalized responses. To tackle this issue, they implemented AI and automated processes with Zapier. This transformation has allowed help desk technicians to save time on tickets, providing customers with faster and more personalized responses. As a result, the company has seen an increase in happy customers, with about 600 monthly tickets.

Q&As

What company was the focus of the article?
Vector Media was the focus of the article.

What challenges does Vector Media face with customer support?
Vector Media faces the challenge of providing personalized service to clients as the company grows, as well as having to respond quickly to customer support tickets.

How did Vector Media use AI and automation to improve customer support?
Vector Media used AI and automation to summarize support tickets and provide suggested responses, which were stored in a private note on the ticket in Freshdesk.

What were the benefits of integrating AI and automation into customer support?
The benefits of integrating AI and automation into customer support were faster response times and happier customers.

How has Zapier helped Vector Media with customer support?
Zapier has helped Vector Media with customer support by automating repetitive tasks, allowing the team to focus on creative work.

AI Comments

👍 This article provides an excellent example of how AI and automation can be used to transform customer service. Vector Media's use of Zapier and ChatGPT to automate customer support processes is a great example of how businesses can save time and provide customers with a better experience.

👎 This article fails to mention any of the potential drawbacks of using AI and automation to provide customer support. With the rise of automation, it is important to consider the potential impact on customer service jobs.

AI Discussion

Me: It's about how Vector Media, the largest transit advertising company in the U.S., transformed its customer support with AI. They used AI to summarize tickets and provide suggested responses to customers, as well as integrating Zapier to automate the process so that customers would get faster and more personalized support.

Friend: That's really interesting. It seems like AI is becoming increasingly important for customer support. What implications do you think this has?

Me: Well, I think it shows that AI is an invaluable tool for customer support. It allows companies to provide faster, more personalized service to their customers, which is a must in today's competitive market. It also shows how automation can be used to streamline the customer service process and make it more efficient. This is something that a lot of companies are already using, but Vector Media is a great example of how it can be done successfully.

Action items

Research AI tools that can be used to automate customer support processes.
Integrate AI tools with existing customer support software to streamline processes.
Test the AI tools to ensure they are providing accurate and timely responses to customer inquiries.

Technical terms

AI (Artificial Intelligence): AI is a type of computer technology that is designed to simulate human intelligence and behavior. It is used to automate tasks and processes that would otherwise require human intervention.
CTO (Chief Technology Officer): The CTO is the executive responsible for the development and implementation of a company's technology strategy. They are responsible for overseeing the development of new products and services, as well as the maintenance and improvement of existing ones.
Zapier: Zapier is an online automation tool that allows users to connect different web applications and automate tasks. It enables users to create automated workflows that can be triggered by events in one application and then carry out actions in another.
Freshdesk: Freshdesk is a customer service software that helps companies manage customer support tickets. It provides features such as ticketing, customer self-service, knowledge base, and customer feedback.
ChatGPT: ChatGPT is an AI-powered chatbot that can be used to automate customer support. It can be used to summarize support tickets and provide suggested responses, allowing customer service teams to provide personalized and timely responses to customers.