With Miuros, there is no more need for having agents scanning your incoming queues or maintaining tons of keyword-based rules. Whether you need to categorize per language, or specific custom categories, Miuros can intercept new cases as they come in and label them for you automatically, ensuring appropriate triage, routing, prioritization and assignation.
Miuros is smart enough to learn from its mistakes: if an agent relabels a ticket, Miuros detects it and improves its behaviour silently.
Through Automatic Categorization, customers like Helpling drastically reduced their first reply time and boosted productivity.
It is not rare that a Support ticket handles multiple questions throughout its lifecycle. But how should this ticket be categorized on closure?
Whatever is your preference, Miuros offers you to review and update the categorization of customer requests, always ensuring you have a good overview on the real activity, on real volumes per categories.
Since Customer Service teams often deal with recurring questions, they also come up with predefined answers and macros to save time and reply faster. Over time, these libraries of templates and macros can grow uncontrollably, making it difficult for service agents, especially the new ones, to stay on top of all of them and to know precisely what to pick.
As soon as a ticket is created or updated, Miuros recommends the most appropriate templates or macros to use. An agent can pick a recommendation with a single click, add a personal touch, and send it out.
Our system gets better and better over time! Miuros uses Artificial Intelligence techniques to improve from agent actions, thus constantly learning and adapting to your needs.
Explore, navigate, and learn from your data in an interactive way.
Miuros makes it easy to check how an agent, a team, or specific ticket category is performing with respect to the average, across the KPIs that matter to you.
Discover trends, visualize their evolution over time, drill down and slice your data to make better decisions.
Most Customer Service teams use canned answers to be more productive while trying to deliver a personal touch at scale.
Miuros helps you maintain a healthy library of canned answers. By analyzing the replies to your customers, it reveals how canned answers are used by your team, how they impact your productivity, your customer satisfaction or any other of your key metrics.
Miuros also help you discover custom templates used by your team, so that you can turn the most promising ones into official macros or Knowledge Base articles.Read the blog post
What if your agents and managers could easily self-assess their performance by comparing themselves with the rest of the team, in a fair way?
The Miuros Smart Benchmark, gives you a new way to look at agents and team performance by taking into account the specific nature and distribution of tickets they worked.
Miuros saves time to the management team by computing and emailing the outputs of its performance analysis together with a written conclusion on how to interpret the data of the report.
Miuros seamlessly integrates into the support tools you use everyday. There is no need to involve your IT team: simply give us access credentials to your system, take one hour of your time to discuss your needs and workflows, and we’ll do the rest.
Miuros integrates with Salesforce Service Cloud, Zendesk, and Desk.com. Is your favourite tool missing? Let us know!