Customer Spotlight: How Talla Has Changed Work at Botkeeper

Posted by Alyssa Verzino on Apr 29, 2019 10:09:29 AM

 

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Here at Talla, we are an automation company specializing in automating customer support workflows of all kind. Talla offers a tool that’s support rep facing, as well as a tool that interfaces directly with the end customer for self-service, allowing them to automate many of their own interactions with the company.

How does it work? Talla is able to integrate with existing systems and workflows to build machine learning models of common tasks and answer common questions - something that saves time for both support reps and end customers.

Our customers are seeing some really exciting results. Fairly quickly, they’re able to reduce things like the number of escalations required or the time on hold. And overall, they are able to reduce ticket resolution time.

Your customers get faster answers that are more consistent and accurate. Your customers are happier, and your team is more productive. Talla is able to automate almost 95% of incoming support queries for their customers. This means that these companies can now deploy their support reps to focus on other tasks which are more creative and strategic, rather than getting bogged down in monotonous tasks. Talla’s machine learning models take care of those.

Implementing Talla is very fast and easy. Talla can understand your existing documentation and workflows to pick up on tribal knowledge. The best part? Talla learns from every interaction with the tool from then on, which means the experience is constantly improving, without any extra work.

We talked to one of our customers about how Talla has changed their work (check out the video here). Meet Botkeeper, a company specializing in automated bookkeeping for small and mid-size businesses and accounting departments. Botkeeper’s CEO Enrico Palmerino describes that, “We use Talla to pretty much answer any question that comes up in our company. The big joke in our company is - the answer to anything is Talla.”

Botkeeper has created a culture of “ask Talla first...because it saves time.” Meagan Dignan, Botkeeper’s Employee Happiness Manager, says that it saves time on two fronts - for the individual being asked the question, who doesn’t have to be distracted from their work to answer it right on the spot, and also the individual asking the question, since they’re now able to get an immediate answer with the most accurate and up-to-date information available.

“Talla is the equivalent of the person who knows everything in detail about a company,” says Enrico. “We encode in every one of our employees’ brains, and if you have a question about anything in Botkeeper, ask Talla.”

The bottom line for Botkeeper? “Talla has saved us a ton of time and certainly a lot of expense.”

And while we’re all about automation here at Talla, we have a whole team of people here to help you - from kickoff, through onboarding, to launch, and beyond. We’re here to ensure your success.

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Topics: Customer Spotlight