Problem

Without real-time interaction tracking, support teams struggle to keep up with urgent cases, often depending heavily on emails, which can slow response times. This fragmented approach reduces the efficiency of tracking ongoing customer interactions, impacting the overall customer experience.

Why It Matters

• Real-time updates improve the prioritization of tickets and interactions.

• Minimizes platform-switching, enabling focused workflows.

• Enhances transparency in tracking critical customer issues.

• Reduces reliance on email, streamlining communications.

• Ensures fast action on urgent cases, preventing delays.

Solution

Through the SwarmZero integration with Zendesk and Microsoft 365, support teams can track customer interactions in real time across both platforms. AI agents automatically sync Zendesk updates with notifications in Outlook and Teams, ensuring that support agents are immediately alerted to new or high-priority tickets. With this setup, support teams can prioritize critical interactions effectively, reducing delays and allowing more focused, responsive customer care.