ブログ
Cekatブログ
AIカスタマーサービス、自動化、会話を売上につなげる実践プレイブック。
最新記事
AI、自動化、売上拡大の最新インサイト。
Complaint Management: A Practical Playbook to Protect Reputation and Recover Customer Trust
A customer sends a complaint on WhatsApp at 10 AM. By 4 PM, no one has replied. The customer takes a screenshot, posts it to Instagram Stories, and tags the business. By evening, the post has 200 views from the customer’s network alone. The complaint was not the problem. The silence was. This pattern is
Chat to Ticket Workflow: How a Ticketing System Turns Messages into Trackable Work
A CS team receives 300 WhatsApp messages on a Tuesday. Twelve of them are actual issues that need follow-up over multiple days. The other 288 are quick informational questions that close within a single reply. Without a ticketing system, all 300 sit in the same inbox. The twelve real issues get buried between routine chats;
What Is a Sales Helpdesk? Removing Friction Before the Deal Closes
A prospect is midway through evaluating a purchase. They hit a question the marketing page does not answer: integration compatibility, custom pricing for their volume, a compliance detail. They send a message. The reply comes 24 hours later from someone who does not know their context. By that point, the prospect has often already moved
Customer Support Tiers: What Tier 1, Tier 2, and Tier 3 Actually Do
A common customer support question sounds simple: who handles this ticket? On smaller teams, the answer is whoever is free. On larger teams, that answer stops working a password reset and a database migration cannot be handled by the same person efficiently. Support tiers are the structural answer. They split incoming issues into three layers
What Is First Contact Resolution Rate and How to Raise It
A customer sends a message. The team replies. Two hours later, the same customer writes back with a follow-up. Two hours after that, a third message. By the time the issue closes, four messages have gone back and forth on a question that should have taken one. This pattern is invisible on most CS dashboards.