Zendesk Startup CX Awards: Ascendo

Ascendo is a SaaS customer support software designed to help agents and end customers resolve support issues within Slack channels. The augmented human-machine interaction engine empowers CX teams by automating the support experience, identifying root cause and solutions, and converting agents’ tribal knowledge into actionable data. With more accurate insights at their fingertips, users can improve customer experience and cost efficiency to meet team goals.

The creators behind Ascendo took their customer-first approach a step further by developing a simple and powerful tool for handling support queries. The Ascendo app for Slack lets agents use the self-learning engine with /askascendo and /ascendomax slash commands to get the top solutions for customers, while keeping the support team connected in Zendesk.

Additionally, with Zendesk Integration for Ascendo, users can quickly triage all open and new tickets, automatically categorize tickets with the ready-to-use prediction model, predict the most applicable macros to help in responding to tickets, and review ticket backlogs.

Integrating these CX tools has driven self-service resolutions over 80 percent and helped reduce issue resolution time by 28 percent. As the innovative app becomes available in the Slack Marketplace, Ascendo is already seeing improvements on the training side with an 86 percent reduction in agent onboarding time.

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