3 Customer Engagement Platforms That Support Agent Productivity



3 Customer Engagement Platforms That Support Agent Productivity


It’s true that support teams, that are still using outdated tools, are drowning in tickets, unable to respond to every customer query. 


So, the question is – Are you one of these brands? 


With automation already introduced into the digital space, brands are still relying on manual processes to get things done. The result? Slower responses, frustrated customers, burned out agents, and lost revenue. 


The fix to this is simple. It’s customer support automation tools. There are customer engagement platforms that support customers as well as agents. By automating repetitive tasks, and providing real-time assistance, it allows agents to focus on building relationships. 


Let’s start by understanding why agent productivity matters in customer engagement:

Why Agent Productivity Matters in Customer Engagement

Customer engagement is not solely about customers. It’s also about the people managing these customer interactions. Agents have become the frontline of any brands dealing with customers directly. They are resolving issues, replying to conversations in real-time, and ensuring that customers have a good experience. 


But, when agents are struggling with outdated processes, productivity and customer satisfaction increases. Here’s why agent productivity matters in customer engagement:


  • Customers expect instant responses, but when agents are overloaded with tickets and manual tasks, response time increases. Delayed response, therefore, affects customer satisfaction levels.


  • A burned out agent cannot deliver support expected by customers today. They are unable to respond with empathy and quality needed by the customers. The result? Customers feel the difference in tone and turn to other brands. 


  • A productive agent will resolve more queries and reduce response times. This reduces escalation, customers get answers faster, and stay loyal.


  • The right support automation tool will give agents the ability to feel empowered and motivated. This enables faster, empathetic customer interactions and improved customer support.


It’s a known fact that customer engagement will get better only when agents are productive and motivated. That is when support automation tools come in, help improve agent productivity, and deliver reliable customer engagement.


Brands can empower their agents to use their skills and expertise in the right way. Here’s how support automation tools can help in driving agent productivity:

How Support Automation Tools Help in Driving Agent Productivity

Support automation tools have become the backbone of customer engagement. They help in automating repetitive tasks and giving agents the right context at the right time, allowing teams to work smarter. 


Here’s how they drive productivity:


  1. Reduces repetitive tasks: With support automation tools, agents can easily automate repetitive tasks like ticket routing, categorization, tagging, and escalation. With this feature, agents can save their time and focus on solving complex queries.


  1. Gives Instant Context Access: A unified dashboard will give brands a single view of every customer interaction. Every conversation and purchase history gets displayed in one place so agents can create responses that are faster and relevant.


  1. Provides AI-Powered Assistance: Modern platforms suggest replies, detect intent, and highlight customer sentiments. This enables agents to personalize responses and respond with empathy.


  1. Creates Smarter Workflows: Automated workflows ensure that a ticket with a complex query reaches the right team with expertise to resolve them quickly.


  1. Gives Performance Visibility: Built-in analytics can track workload distribution, resolution times, and agent performance. This analytics enables managers to optimize processes and improve efficiency. 


Here are 3 best customer engagement platforms that support agent productivity:


3 Customer Engagement Platforms that Support Agent Productivity

  1. Locobuzz

One of the best AI-driven customer engagement platforms is Locobuzz. The platform is built to help brands respond smarter while keeping agents productive across every customer touchpoint.

How it helps with agent productivity:

  • Intelligent ticket routing assigns queries to the right team or agent automatically, reducing ticket backlogs.

  • AgentIQ provides tone and response guidance to agents, estimates ticket quality - elevating customer experience through agent coaching. 

  • Intent detection understands what customers really need, improving first-time resolution.

  • Automate tagging, routing, escalation, and alerts with workflow automation and eliminate manual efforts.

  • Draft human-like replies tailored to tone, urgency, and history of customers, scaling conversations with full context.



  1. Freshdesk

Freshdesk helps brands by automating repetitive tasks and providing agent assistance. It handles manual processes, so agents can spend time resolving complex tickets. 

How it helps with agent productivity:

  • Its AI feature automates ticket routing and suggests replies, helping agents resolve tickets faster.

  • Smart workflow allows agents to reduce workload on tasks like status updates, FAQs, and escalations.

  • Integrated knowledge base reduces handle time by giving both customers and agents easy access to answers.

  • SLA alerts help agents prioritize tasks effectively, preventing workload on agents.


  1. Khoros

Khoros is a platform that helps brands manage high volumes of digital and social conversation. It filters noise and surfaces tickets that matter the most. The platform prevents agents from being overloaded with repetitive and recurring issues. 

How it helps with agent productivity:

  • Smart prioritization that flag urgent tickets so agents can focus on resolving them before they escalate.

  • Social listening gives context about a ticket and helps agents in drafting a response for the query.

  • Collaboration tools allow multiple teams or agents to work on resolving complex issues 

  • A unified dashboard that tracks workload and performance, helping managers distribute tickets efficiently based on agent performance.


If you are still in search for a smarter way to support both your customers and your agents, check out these 5 customer engagement platforms that are built to drive agent productivity. Click here!

Conclusion

Customer engagement is more than just responding to customer queries. It’s responding smarter, with empathy. But, if your agents struggle due to manual processes and slower workflows, achieving customer engagement goals becomes difficult. That’s why support automation and customer engagement platforms have become non-negotiable for brands. 


Brands can unify every conversation, automate routine tasks, and change the way agents deliver customer support. Agents are empowered – leading to improved productivity and satisfaction. Happier agents deliver better experiences. Better experiences lead to loyal customers. This cycle starts when brands take one right decision – choosing the right customer engagement platform. 

FAQs

  1. Do small businesses need customer engagement platforms?

Absolutely. Small businesses benefit from unified dashboards and automation which can improve efficiency.


  1. How does it make agent work easier?

The platforms do this by automating repetitive tasks and showing all customer details in one view, allowing agents to save time and effort.


  1. Will using one reduce customer wait times?

Yes, automation and quick routing mean customers don’t wait too long for issue resolution. 

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