Assembled

The perfect data model doesn't exi... Our latest innovation, Case Lifecycle, tracks each interaction within a case individually, providing detailed insights and enabling more accurate forecasting and smarter resource allocation. See support operations in a whole new light: https://hubs.ly/Q02DMWBJ0

ICYMI: Assembled Product Marketing Manager Kate Hutchinson caught up with Thrasio Chief Experience Officer gershwin exeter to uncover what it took for his team to successfully implement advanced AI. Spoiler alert: it’s a whole lot more human than you might expect! In this event recap, you’ll learn: 👉 How Thrasio reduced its first reply time from 69 minutes to 1 minute 👉 How Thrasio’s strategic, human-centered approach to rolling out AI increased employee satisfaction from 71% to 79% 👉 And how automated responses by Assist were so good that one happy Thrasio customer offered to buy the bot a beer

Data sits at the center of successful support operations. But error-prone spreadsheets and outdated workforce management technology hold customer support teams back from leveraging the goldmine of data at their disposal. In this article, we highlight three customer stories that embody the transformative power of data-driven WFM. From comprehensive data models to custom API solutions to streamlined vendor management, these case studies showcase how Assembled’s data-first approach helps teams harness the full potential of their data.

Your customers expect fast, helpful, and friendly responses when they reach out to your team for support. But if your tech stack isn't up to par, you could be setting your team up for failure. Discover the hidden pitfalls and learn how to turn your technology into a competitive advantage.

In honor of Assembled’s journey from three founders in 2018 to a team of 100 strong in 2024, we’re spotlighting early hires. Up first is Taylor Milliman, an Engineering Manager who led the team that built Assembled Vendor Management. In this interview, Taylor shares what it was like working at Assembled when it was still in its seed stage, how the company has managed to maintain its scrappiness as it’s matured, and why a little bit of paranoia is actually a good thing when building a new product.

Capital on Tap is on a mission to make running a small business as easy as possible. With a 140-person customer support center in Cardiff, the fintech company serves thousands of customers worldwide, providing 24×7 availability. The company has an ambitious SLA of answering 95% of calls within 15 seconds. After experimenting with outsourcing, they decided to bring customer support entirely in-house. However, the spreadsheets used to staff their chat, email, and phone support channels resulted in reactive workforce management practices that couldn’t scale. In this customer story, you’ll learn how Assembled workforce management helps Capital on Tap: 👉 Achieve a service level of 95% of calls answered within 15 seconds 👉 Reduce average chat response time to under 10 seconds 👉 Maintain round-the-clock support from a single, efficient contact center

One platform for all your customer support needs sounds great in theory, but in practice, it’s often a disaster.   Most all-in-one platforms are cobbled together from various acquisitions and poorly integrated parts. Instead of a smooth, cost-effective solution, you end up with a system that doesn’t fully meet your needs, forcing you to create manual workarounds.   In this article, we explore how tech stack consolidation can compromise support quality, lead to more complex workflows, and surprisingly, increase costs.

A couple weeks ago, we teamed up with our friends at Intercom and evaluagent® to discuss the benefits of a best-in-category tech stack for your customer support operations. Here’s a preview of what the group covered: 👉 Specialized, best-in-category solutions provide deeper functionality and more customized support compared to consolidated, all-in-one platforms. 👉 Consolidated tech stacks may initially seem cost-effective but can incur hidden costs, including reduced flexibility, overpayment for unused features, and costly custom integrations. 👉 Adopting a consolidated tech stack can lead to inefficiencies and frustration due to misalignment with specific operational needs, stifling innovation and increasing operational costs. Want to see what else you missed? Read the event recap and watch the webinar on demand.

It's giving 🔍 omnichannel visibility 🔍 It's giving 📊 staffing transformation 📊 It's giving... ✨️ time to upgrade your data model ✨️ Meet Case Lifecycle, our secret weapon to better staffing and greater operational efficiency. By breaking down each case into essential units of work, teams will have unparalleled visibility into support operations. Learn more: https://hubs.ly/Q02DN5cW0

Workforce management software is meant to save you money, but untrustworthy data, outdated tech, and prolonged or incomplete implementations can end up costing more than they save. In this article, we unpack the hidden costs of legacy WFM systems.