Talla, Everywhere.

Posted by Alyssa Verzino on Feb 25, 2019 4:20:13 PM


Where do you work in a day? It’s probably not a short or simple answer. Support teams are constantly jumping between email, chat, ticketing systems, an internal knowledge base, and many other places. What they don’t need is another tab open. That’s why having Talla everywhere is so important to us. What does that really mean? Simply put, users have access to all of the information in Talla wherever they work. We want to improve your productivity and lower your time to resolution with AI-powered automation. The best way to do that is to ensure that Talla works within your existing workflows.

There are a couple of ways that we make sure Talla is everywhere. First, we have a Chrome Plugin. Here’s an example of how that works. Imagine a new rep is resolving a support email that came in with the question, “How do I change my billing address?”. In Google Chrome, that rep can simply highlight the question, right click on the Talla icon and select the “Look Up” option. Talla recognizes the question and surfaces the answer. That support rep just went from question to answer in two clicks. This saves each support rep hours each week. The Chrome Plugin ensures that users are not wasting time toggling between screens. The information is right at their fingertips.

Another way to access Talla is through chat. Support teams can chat Talla their questions directly, the way they would chat a coworker. Many times, support reps will ping their manager or another rep when they have a question thinking, “I know this is documented somewhere, but I need the answer right now and I don’t have time to go search for it”. By accessing Talla through chat, reps can quickly ask Talla and get a precise answer. Talla can live in Microsoft Teams or Slack. Don’t use either at your organization? No problem. You can use Talla Chat, a stand-alone chat between users and Talla. No matter what your workflow is, Talla is easily accessible, putting an end to the dreaded (virtual) shoulder tap.

Last (but definitely not least), Talla integrates with the systems you are already using. You can set up additional automations in Talla that work with your other existing systems. To name a few, you can build automations that: create a new ticket in Zendesk; look up a GitHub issue; display a report from Salesforce with live data, and so on. Does having access to Talla everywhere sound interesting to you? If you would like to get a demo of Talla to learn more about how you can save support costs with automated responses, actions, and increased rep productivity, let us know!

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Topics: AI, Customer Support, automation