WysywigTabs

Forecast demand, create demand-led schedules and facilitate real-time management by integrating your Help Scout data into Dialpad WFM.

Help Scout is a popular customer support platform designed to help businesses manage their customer interactions more effectively. It provides tools for managing emails, live chat, and customer knowledge bases all in one place. Help Scout aims to streamline customer support processes, improve team collaboration, and enhance customer satisfaction.

Dialpad WFM offers a seamless integration into Help Scout, utilizing ticketing data to power accurate forecasting and scheduling.

Key Features:

Forecasting

• Dialpad WFM can be tailored to align precisely with your Help Scout setup, accommodating specific configurations such as email and live chat support. Whether your customer inquiries are segmented by language preferences, tiers or topics, Dialpad WFM can mirror this set-up in its forecasting. Produce accurate staffing requirements for each channel through customisable shrinkage, concurrency and more.

Real-time management

• Dialpad WFM offers real-time insight into how your team capacity is split across different Help Scout channels. This visibility allows you to monitor everything from email to live chat support or offline tasks. If you see a spike in wait times, chat queues or a drop in SLAs, Dialpad WFM enables you to promptly redeploy agents to tackle these backlogs with just a click, ensuring efficient queue management and faster response times.

Shift and Intraday Scheduling

• Dialpad WFM seamlessly integrates with Help Scout, empowering businesses to optimize workforce scheduling for their customer support teams. Dialpad WFM’s shift management software enables managers to create tailored schedules based on agent availability, skill sets, and customer demand patterns. Leveraging data from Help Scout, Dialpad WFM’s dynamic and automated intraday scheduling enhances productivity, customer satisfaction, and operational efficiency.