Why We Started BrightReps

With on-demand lifestyles evolving, mandatory remote working environments, rides and food, to movies and dates, there is an expectation of instant delivery. So why not with customer support? There are more ways than ever for customers to contact support, through emails, chats, tweets, and good old-fashioned phone calls, but the tools used by reps to actually resolve customer issues are severely lacking.

The Harvard Business Review had a great article in their Jan – Feb 2017 publication, called “Kick Ass Customer Service.” A key takeaway was that as self-service options for customers have improved, problems that make it through to actual reps are inherently harder to solve, yet support teams are still largely using the same processes and tools they have been for decades. Support reps are getting fed up and quitting at an alarming rate, and the cost to companies for handling live service interactions has increased dramatically.

As new software products have emerged, departments within companies are increasingly getting their own purpose built platforms, instead of relying on single ERP systems to run the business. That’s great for those individual departments, but reps often have to interact with all the different tools used across the company. This usually results in having a ridiculous number of browser tabs open while manually copying and pasting data between them.

So what’s the solution? Well there are a lot of smart people trying to replace human reps with AI. Here’s the catch though: as AI improves, the issues that make it through both the layers of self-service and AI will be inherently even harder. If everybody’s working on AI, then human reps handling the inevitable escalations will be stuck with the same old processes.

There’s also the question of whether customers really want to talk to a bot when they’re trying to talk to a company. Contacting support for a company is different than asking Siri or Alexa a question; you bought something from that company, had a problem, and made the effort to personally reach out to them. What kind of message does it send from the company if it’s not worth having a person respond?

We believe there’s tremendous room for improvement in the tools support reps use when responding to customers. That’s why we built BrightReps Sidekick, an app that gives reps step-by-step instructions on how to resolve customer issues, and comes with pre-built integrations to the other software products used at your company. Basically, it eliminates the need to flip between browser tabs or memorize processes, letting reps work quickly and efficiently, and focus on delivering that human touch to customers.

Support reps can make or break customer experiences for your company. Great ones can turn detractors into promoters, and help create lifetime ambassadors for your brand. We’re here to make that easy.

Bitly: Create short URL

The Bitly integration allows you to create a short url as part of your flow.

Setting up the integration

As with other integrations you must first visit the Integration Labs page in https://app.brightreps.com and click “Set Up” on the Bitly integration before the step type is enabled as part of the Step Types in the Flow Builder.

To enable the integration you must sign in to your bitly account and allow access for the BrightReps app.

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Click the ‘Click To Connect To Bitly’ button. That should open up a new window asking you to sign in to your Bitly account.

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Once you’ve signed in the next step will ask for your permission to allow access to the BrightReps app to access your account.

3

If everything went fine with that step the window will close and you will be redirected back to the Bitly Integration page which should now say ‘Connected’ under Status.

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The step type is now active and enabled in the Step Types for the Flow Builder.

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Configuring the Step

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  • Group: The Group to place the generated urls under
  • Group list: The groups available to show to the Rep. You can choose to hide some groups.
  • URL to shorten: You can set a default value for a url to shorten it. Otherwise the Rep can fill in and change the value when they are using the step in Sidekick. Also note that you can use dynamic variables for this field (click the “+” icon to see all the variables available)

Example Use Case in Sidekick

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Pivotal Tracker: Log new bug

Under the Integrations Lab page, find Pivotal Tracker and click the “Set Up” button.

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The Pivotal Tracker integration requires an API Key for authentication. To obtain an API Key to use visit your Profile page on Pivotal Tracker (https://www.pivotaltracker.com/profile).

Scroll at the bottom of that page and you should see a section that says “API TOKEN”. If there is an API Token there already you can simply use that or if there is nothing there click the “Create new token” button.

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Once the token is generated, copy that into the API Token field on the Pivotal Tracker Integration page.

3

Click “Save” to save the key and finish the set up process. If everything went okay you should now see the page updated with a “Connected” Status.

4

The Pivotal Tracker step type is now available and active in the Step Types Library in Flow Builder.

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Configuring the Step

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  • Project: If you have multiple projects under your company you can choose which project this step should default to or simply hide some projects you do not want to show as part of this step and flow.
  • Name: A default title for the bug in Tracker (or empty)
  • Description: A default description for the bug in Tracker (or empty)

Note: For both Name and Description you can use dynamic variables for populating their values. Click the “+” to see a list of all available variables.

Example Use Case in Sidekick

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Slack: Post message to channel

The Slack integration allows you to post a message to a channel of your choosing.

Setting up the integration

As with other integrations you must first visit the Integration Labs page on https://app.brightreps.com and click “Set Up” on the Slack integration before the step type is enabled as part of the Step Types in the Flow Builder.

To enable the integration you must sign in to your Slack account (unless you are already signed in) and allow access to the BrightReps app.

1

Click the “Click To Connect To Slack” button. That should open up a new window asking you to sign in to your Slack account (unless you are already signed in).

Once you’ve signed, in the next step will ask for your permission to allow access to the BrightReps app to access your account.

2

If everything went fine with that step the window will close and you will be redirected back to the Slack Integration page which should now say “Connected” under Status.

3

The step type is now active and enabled in the Step Types for the Flow Builder.

4

Configuring the Step

  • Specify channel: Enter a default value here so it will be pre-populated when the step is shown as part of the flow in Sidekick
  • Message to post: Enter a default value here for the message

Note:

  • Default Values or Empty: There is no need to specify a default value and the fields can be left empty for the Rep to fill in.
  • Dynamic Variables: You can use dynamic variables for all the values by clicking the “+” icon on the right. That will show you all the variables that are available for you to use.
  • Hidden: If you’d like not to show the field to the Rep, then add a default value and select the “Hidden?” checkbox.

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Example Use Case in Sidekick

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Rebrandly: Create branded link

Under the Integrations Lab page, find Rebrandly and click the “Set Up” button.

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The Rebrandly Integration requires an API Key for authentication. To obtain an API Key:

  • Sign in to your Rebrandly account and in the upper right hand corner click the icon with your avatar.
  • Select API Keys from the dropdown menu.
  • You should see a popup listing out the API Keys you currently have. You can use one of the existing ones or click ‘New Api Key’ to generate a new key to use for the BrightReps App integration.

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Copy the API Key and then go back to the Rebrandly integration page and paste the key into the “API Key” field.

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Click save to finish setting up the integration. If everything went well you should see the screen update and the Status should read as “Connected”.

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The step type is now active and enabled in the Step Types for the Flow Builder.

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Configuring the Step Type

  • Select Domain: If your account has multiple domains you should see more than one domain available. You can choose to hide some of the domains from being shown in the menu for the Rep when in Sidekick as part of the flow.
  • Destination URL: You can enter a default value here or leave it empty
  • Slash Tag: Rebrandly lets you define a custom name for the URL part that comes after the domain. For example http://rebrand.ly/custom-name-for-link.

Note:

  • Default Values or Empty: There is no need to specify a default value and the fields can be left empty for the Rep to fill in.
  • Dynamic Variables: You can use dynamic variables for all the values by clicking the “+” icon on the right. That will show you all the variables that are available for you to use.
  • Hidden: If you’d like not to show the field to the Rep, then add a default value and select the “Hidden?” checkbox.

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Example Use Case in Sidekick

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