The Macha AI Blog
Our thoughts on AI in the world of customer support
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Subimods – Case Study
Subimods – leading Subaru Aftermarket Parts Dealer in United States Ticketing Software: Zendesk The Challenges: Subimods has a unique order tracking problem because some of their products are shipping from their own warehouse and some from their manufacturer directly. This means, customers receive some items from their order within a week and some take much…
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Mokobara – Case Study
Mokobara – New age D2C luggage brand Ticketing Software: Freshchat and Whatsapp The Challenges: Mokobara had a pure volume problem with WISMO queries. They received more than 500 ‘where is my order?’ queries per day via Whatsapp; and their agents were spending valuable time to answer these Mokobara has a very wide range of products…
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How to Create Workflow for an End User That Already Exists on Zendesk
Integrating external workflows into Zendesk can streamline processes and enhance efficiency. However, when dealing with existing setups and user data, some challenges may arise. Let’s explore how to navigate one such situation where you’re trying to create a workflow for an email ID that’s already assigned to an end user and Zendesk is not allowing…
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Cannot Login to Your Zendesk Account? Here’s How You Can Troubleshoot
There are a couple of simple steps to follow while logging into your Zendesk account – if you’re a Zendesk admin: Now, let’s start with issues around step one: In case you’re a Support Agent: If you’re a support agent and trying to login with the above method, you’re not going to be able to…
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Allow shoppers to self-serve cancellation requests for their Shopify orders
Learn about Macha’s “Cancel Order” flow, which allows shoppers self serve cancellation requests. This helps support teams get qualified cancellation tickets and shoppers to take control of their requests.
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Using AI with Shopify & Gorgias to solve support tickets
Discover Macha’s latest array of AI features now available on Gorgias. These features are designed to empower support teams in efficiently responding to and auto-solving tickets.
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How to Use Gorgias Custom Forms for Warranty Claim Cases
Warranty claims can be a challenging aspect of customer service, often involving a tedious back-and-forth process that can lead to longer resolution times and customer frustration. In this blog post, we will explore how companies can streamline and enhance their warranty claim processes using custom forms on Gorgias as well as some suggestions outside of…
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Good Experience VS Resolution Time – Which One Should You Pick?
In the dynamic realm of customer support, the delicate balance between providing a stellar customer experience and meeting ticket resolution time metrics can be a challenging tightrope walk. In this post we discuss a common struggle: the impact of ticket snoozing on resolution time. Today, we delve into the insights shared by some power Gorgias…
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How to Keep your Macro Toolbox Neat and Organised in Gorgias
If you’re a Gorgias user drowning in a sea of macros, you’re not alone. With no built-in organizational system in Gorgias, some teams are struggling to efficiently navigate through their multitude of macros. The Macro Overload Dilemma A common issue – the sheer volume of macros that agents deal with daily. The lack of an…
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