![]() “If you put that annually, we saved our agents 9,000 hours,” says Khan. “That’s an incredible amount of savings in terms of repetition and what we had to do to answer the same question again and again.”Ĭases used to take two days to solve, but Quincy has helped bring that down by 36% to 1.2 days. “Now Quincy consistently answers 60% of questions,” Khan says. With a growing knowledge base and machine learning algorithm, Quincy’s value is quickly increasing. “At any given time, agents can ask Quincy a question right in Slack,” Khan says. Early this year, Quincy was resolving 10% to 15% of questions. To do this, they turned to Quincy bot, a custom bot built by QuickBooks that leverages AI to answer agents’ questions. “We wanted to make Slack a one-stop shop, where answers to every question would help agents work more effectively and efficiently,” Khan says. Plus, there was no central place to recognize teamwork. Data was easily fragmented, managers lacked insight and agents were dissatisfied. Agents were working across multiple applications to find the information they needed to resolve a single issue. Support teams had been using Slack for a while, but there was a lack of structure. ![]() Using Slack and Quincy bot to resolve support cases 36% faster We had a chance to chat with Khan during Slack Frontiers, our annual conference, about how this Slack-driven approach opens up new learning opportunities, democratizes knowledge within QuickBooks and boosts team morale. Boosted its NPS score by 12% in about six months. ![]() Solved customer support cases 36% faster, saving 9,000 annual agent hours.Increased agent confidence by 20% overnight.It was also important to increase the company’s net promoter score (NPS), an indicator of customer satisfaction.īy using a custom Slack bot along with Slack channels-digital spaces to share messages, tools and files-to harness the collective power of the support team, QuickBooks successfully: “We wanted to utilize the power of artificial intelligence (AI), Slack and our product experts to drive a more robust support ecosystem,” says Omer Khan, former digital lead for customer success at QuickBooks. In fact, QuickBooks is filling the gap by working smarter in Slack, the channel-based messaging platform. An essential tool for bookkeeping, payroll and everything in between, QuickBooks is expected to deliver fast, engaging customer support 24/7.īut as the speed and frequency of support requests increase, the answer is not necessarily more customer support agents. based on the item category and payment methods.From chocolatiers to jazz club owners, more than 7 million customers rely on Intuit QuickBooks to track every last cent their business makes. Also, please ensure to match the categories and payment methods in Quantic and Quickbooks accounts to avoid any kind of confusion. Here are the steps to set up Quickbooks and integrate it with Quantic.īefore heading straight to the setup, please make sure you have an active Quickbooks Online account and you are logged in to it. It makes sure that your accounting needs are well taken care of while you continue to work on Quantic and keep focusing on your routine business tasks. This powerful integration allows you to push your sales and customer data right to your Quickbooks account with the utmost accuracy. ![]() Quickbooks is a popular accounting software that integrates and syncs well with Quantic. But now with Quantic-Quickbooks integration, we have saved you from that hassle. Moreover, the chances of error are more severe when we try to enter the data manually. Nothing can be more tedious than entering the data manually on Quickbooks online. ![]()
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