Research Square exists to make research publishing faster, fairer, and more useful. It is a for-benefit company that provides innovative solutions to help researchers successfully communicate their work. These solutions include author services (language editing, formatting, translation, posters, and figure preparation) from American Journal Experts, Video Abstracts to share published research with a broader audience, and new solutions for publishers like editorial checks to help streamline and improve the submission process.
Research Square’s Customer Service teams provide email, phone, and chat support in five languages to customers around the world. Many of their customer service agents are former researchers themselves and provide comprehensive support until a paper is published.
Like most Customer Service organizations, Research Square uses a lot of macros with Desk.com to make efficiency gains when handling repetitive questions for customers. Jenny Evans, Operations Manager at Research Square, approached Miuros to get some support with better understanding of how templates were used and with building a healthier library of pre-defined answers in different languages, from English to Chinese.
Here's what Jenny says about Miuros:
Our organization is growing rapidly, and we needed new ways work efficiently while providing customers with the personal assistance they had come to expect. Miuros gives us the data we need to ensure that we’re continuing to provide high-quality support as we scale. When my colleagues saw how easily I was able to pull detailed reports on my agents’ performance, they started using Miuros too. We are fully remote and have agents and managers who work on opposite sides of the globe from each other, and Miuros gives us a way to precisely measure how each team is doing no matter where they are. It also provides automated feedback that gives agents a snapshot of their metrics between performance reviews.
The #1 reason we decided to work with Miuros is the instant access and visibility it gives us over our data, thus the time it saves our team every month.
– Eddie Judd, Technical Support Coordinator (UK) at Focusrite
Within a month the first reply time improved by almost 50% and the average ticket handling time was cut by 10%.
"5 custom fields are now automatically populated by Miuros with up to 98% of correct predictions for some of them."
– Simon S., Support Manager at Ableton