Product updates
A more connected operating view for service teams
A look at the design principles behind Protocol's unified customer service workspace.
5 min read · Protocol Editorial
Start with the service outcome.
Good service operations make ownership, context, and the next useful action clear. Technology should reduce the number of places a person has to look before they can help a customer.
Design one connected system.
Conversations, customer data, knowledge, tickets, automation, reporting, and quality become more useful when they share the same operational context instead of behaving like separate products.
Intelligence is most useful when it can see the same context, rules, permissions, and customer history as the service team.
Measure what changed for the customer.
Response time matters, but it is only part of service quality. Track resolution, reopens, recurring issues, SLA risk, customer sentiment, and the amount of manual work required to get to a correct answer.