I introduced Wrangle to help improve communication between our teams across different departments: Customer Support, Professional Services and Product. It quickly proved successful, bringing much-needed structure that allowed our various stakeholders to organize their days more effectively and work more efficiently. Rather than sifting through countless Slack messages, our teams can now easily identify which tickets are open and require attention. As a Director, I also find it valuable for reporting back to other stakeholders, as it enables us to better illustrate the types of escalations we encounter and identify opportunities for operational improvements, both in other areas of the business and within our products themselves.
Initial Setup was a breeze - and other stakeholders have asked that we setup Wrangle workflows for their organizations as well! and ongoing collaboration with the Wrangle team has been a genuinely positive experience. With my background in CX, I’ve found it especially refreshing - they are always willing to help and have done an outstanding job understanding our workflows, and continuously improving to make Wrangle an even more effective addition to our toolkit.
The next step in our journey is we are setting up the Zendesk to Wrangle integration, which will only increase our efficiency and improve communication on a daily basis! Review collected by and hosted on G2.com.
To be honest, there's nothing I truly dislike. My biggest challenge has been other departments and workflows wanting to get in on the gains!
It took some education and adjustment to get the teams to understand the best use of Wrangle vs Slack, but the learning curve was not steep at all. Review collected by and hosted on G2.com.