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Octane AIThe customer this was delivered for.Action CenterSave this case, request the same outcome from Boldr, share it, or get in touch.

9 Solutions Proposed: Achieved 24/7 Support and 30-Minute Response Time for Octane AI

Octane AI faced a significant challenge after being invited to the Shopify Plus Support certified technology program. The company needed to comply with stringent service level agreements, including providing a 24/7 support system with a 30-minute response time for critical priority items and a 6-hour response time for urgent items. They were seeking a scalable and efficient support strategy to meet these requirements. To address the challenge, Octane AI partnered with Boldr, which implemented a Flex Team to handle off-hour support requests outside of U.S. and European coverage times. This team operated effectively at nights and weekends to ensure continuous support. Additionally, Boldr customized Intercom to align with Octane AI's brand and ensured all inputs were routed into a single queue, enabling efficient responses to customer inquiries. The results were impressive as Octane AI successfully met the stringent Shopify Plus SLAs through the innovative solutions proposed by Boldr. A total of 9 different solutions were evaluated, with the final approach involving Google Apps Script automations for email queue management. This ensured that Octane AI could provide timely responses, ultimately allowing them to smoothly launch in the Shopify Plus marketplace.

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Boldr

Octane AIThe customer this was delivered for.Action CenterSave this case, request the same outcome from Boldr, share it, or get in touch.

24/7 Support Achieved with 30-Minute Critical Response and 6-Hour Urgent Response

Octane AI faced the challenge of adapting its business and service model to meet the guidelines and expectations of Shopify Plus and its customers. The most pressing concern was to implement a service level agreement (SLA) that guaranteed 24/7 support with a 30-minute response time for critical priority items and a 6-hour response for urgent items. Meeting Shopify Plus requirements was crucial for Octane AI to maintain its operational integrity and customer satisfaction. To address this challenge, Octane AI partnered with Boldr, which utilized its Flex Team to provide support outside of US working hours, specifically during nights and weekends. This approach ensured Octane AI had the necessary 24/7 support coverage. In addition to staffing, Boldr collaborated with Octane AI to customize Intercom for efficient prioritization and response handling, bringing all inputs into a single queue and allowing escalation based on priority. As a result of this strategic collaboration, Octane AI successfully met the coverage requirements of Shopify Plus. The implementation of Google Apps Script automation further optimized their email response and routing, allowing for immediate scalability and efficient processing of customer interactions across multiple channels. This comprehensive approach not only prepared Octane AI for its launch in the Shopify Plus marketplace but also established a scalable support solution for long-term success.

Delivered by

Boldr