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    How tawk.to uses Integrately to automate its business and increase productivity

    By Abhishek A Agrawal
    July 25, 2022
    Table of Contents

      tawk.to makes it easy for businesses to communicate with their customers, no matter where they are or how they connect. Their live chat tool, ticketing email, and Knowledge Base provide real-time help whenever customers need assistance. tawk.to has been using Integrately to automate their business processes and increase productivity. 

      We sat down with Melvin Ray Alcabao, a Customer Success Specialist at tawk.to, to get an inside look at how the tawk.to team is using the tool and what benefits they have seen so far.

      Here’s what they had to say!

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      How long have you been using Integrately?

      We’ve been using Integrately for about 14 months now. We set up our first integration back in March 2021.

      How did you first hear about Integrately?

      A coworker in customer success introduced me to Integrately, says Melvin, and the team offered to give us access to their software via a partner account. The timing couldn’t have been better, as we were already looking at integration options.

      What made you decide to try it out?

      It was mainly the ease of setting up. It also had just the type of integrations that we needed.

      What workflows have you automated?

      Integrately has helped us in a number of areas, including time tracking, training, onboarding and communications:

      Time-Tracking: We have agents working in shifts, and we were looking for an easier way to record the shift hours of each agent in our team. 

      We were initially tracking everything manually on a spreadsheet, which was fine early on, but when we started to grow our team of agents, it became increasingly tedious to manage. Also, we have been using Discord to communicate with our agents internally. It was all great —. Bots and Discord commands allowed us to track all shift activity in a specific channel.
      However, we didn’t have a way to pass all of that information into our Google Sheet. We needed a way to connect both applications. That’s when we set up the Discord to Google Sheets integration using Integrately, and everything went smoothly from that point. We didn’t have to manually log shift activity anymore and my team leads were able to devote more time to other equally important tasks such as developing our agents.

      This integration helped us:

      • Keep track of time spent on each activity
      • Analyze the number of breaks taken 
      • Identify bottlenecks

      We used the data to optimize our workflows for improved productivity.

      Training and Onboarding: We have a training program with first steps for our new customer support agents.

      This process includes several steps:

      • Pre-training
      • Training
      • Onboarding.

      All of these steps are important to our business as they help us ensure our agents are well-trained and can provide the best possible support to our customers.

      We streamlined this process using Integrately’s Elementor Form to Google Sheets integration. It helped us populate spreadsheets for training, onboarding, and a few internal datasheets.

      We were able to:

      • Save time 
      • Obtain accurate data for further analysis, and
      • Automate our training and onboarding process

      Communication: Our management team uses Slack for communication. So, many times we need to deliver a message from Slack to our agents’ Discord Server. Integrately’s Slack to Discord integration made that possible. It helps us keep our agents in the loop with management decisions.

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      What benefits have you seen so far?

      The extensive list of integrations available is one of the biggest benefits of Integrately. It greatly reduced the amount of work and time involved in tracking the information required for our operations. Also, the support team has been absolutely helpful whenever I encountered any issue.

      How has it helped improve your productivity?

      With Integrately, we found ways to automate certain tasks we didn’t think we could. It has freed up a lot of our work time and allowed us to focus more on other aspects of our operations.

      What would you say to someone who is considering using Integrately?

      Don’t waste any more time looking! If you’re looking for an integration software that’s 

      • quick and easy to use, 
      • has a huge library of connectors, 
      • a friendly user interface, and 
      • awesome product support, 

      then Integrately is definitely ‘the one’ for you.

      Conclusion

      Overall, tawk.to is very happy with its decision of choosing Integrately. It has helped them streamline their business processes and increase their productivity. If you are looking for a tool to help you do the same, check out Integrately!

      Sign up for a free trial here

      Author - Abhishek A Agrawal
      Abhishek is the founder of Integrately, CompanyHub, and Dreamwares. He is passionate about technology and entrepreneurship. He is always looking to leverage technology for the growth of the business. He has a deep understanding of how businesses work and uses this knowledge to build products that help entrepreneurs grow their businesses.
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