Before we begin
As our customer support team grows at Clay, maintaining consistent, qualitative feedback regarding support effectiveness has gotten much harder.
While individual support ticket reviews were helpful, they were also time-consuming.
So we built a QA engine in Clay to automate feedback of customer support tickets.
This Claybook sends closed tickets to Clay where ChatGPT runs them through four qualitative checks: understanding and clarity, problem solving and resolution, communication and tone, setting expectations.
We then send feedback to the team through Slack for review (see below).
Important: I’m morally against using AI to measure the success of our support team. We use this system to find areas of opportunity, not to measure how well each individual is doing.
Steps
Copy this template
First, copy this template in Clay.
If you’re already a user, you’ll be directed to your workspace. If not, you’ll be prompted to create a free Clay account.
The interactive demos on the right will walk you through each step of this Claybook.
Step 2:
Create a webhook and workflow in Intercom
Next, set up your webhook and workflow in Intercom so it can send data to Clay when a support ticket gets closed out.
Step 3:
Setup up your HTTP API calls
Next, add your Intercom API token to the HTTP API column so Clay can retrieve support conversations from Intercom.
To find your Intercom API key, follow the instructions here.
Step 4:
Customize GPT prompts
Customize any of the OpenAI prompts to better fit your needs. Certain prompts include reference to Clay.com, for example. Update with your business name and adjust as needed.
Currently, ChatGPT runs four prompts to analyze four separate customer support call criteria:
- Understanding and clarity (column 9)
- Problem solving and resolution (column 11)
- Communication and tone (column 14)
- Setting expectations (column 17)
Step 5:
Connect to Slack
Last, if your Slack account isn’t already connected to your Clay account, add it now, along with the ID of the channel you want to send feedback to.
Copy the template
Scale customer support quality assurance as your team scales.
Simply copy this template, follow the steps above, and let Clay work its magic.
Need help?
If you have any issue, you can ask for help in Slack or schedule time with a Clay expert.
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