Workiz is a premier field service management software, trusted by over 120,000 professionals to manage scheduling, invoicing, job dispatching, performance tracking, and payments—all in one platform. Despite its comprehensive tools, Workiz faced challenges in fully understanding the breadth and depth of its customer inquiries and support needs.

Challenge

Workiz's main difficulty was the lack of detailed knowledge about the specific questions their customers were asking. Their existing system captured data on question distribution by product, but it was largely dependent on manual input by customers, which often led to incomplete and unactionable insights.

Solution

SupporTeam stepped in to transform Workiz's approach to customer support and data analytics. Our first step was to conduct an in-depth analysis of hundreds of thousands of support tickets. This process was crucial to identify the true nature of customer inquiries and the areas where support could be optimized.

Implementation

By analyzing the vast amount of data, SupporTeam was able to provide Workiz with significant insights into product-specific issues and customer behaviour. These insights were then used to streamline support operations and to develop hundreds of new knowledge articles. These articles were not only designed to address common questions but also to empower customers with self-help tools that could enhance their user experience.

Results

The collaboration between Workiz and SupporTeam led to a comprehensive overhaul of the customer support framework:

• Enhanced Support Insights: Workiz gained a deeper understanding of customer needs, allowing for better resource allocation and more effective support strategies.

• Increased Support Efficiency: The new knowledge base reduced the average resolution time for customer inquiries, leading to faster and more efficient customer service.

• Improved Customer Self-Service: The availability of detailed and accessible knowledge articles allowed customers to find solutions independently, which reduced the overall load on support staff and improved customer satisfaction.

Workiz successfully transformed the their customer support and data analytics. By leveraging SupporTeam's expertise in analyzing and restructuring support data, Workiz not only improved its customer service efficiency but also enhanced its product offerings and customer satisfaction.