Assembled

A couple weeks ago, we teamed up with our friends at Intercom and evaluagent® to discuss the benefits of a best-in-category tech stack for your customer support operations. Here’s a preview of what the group covered: 👉 Specialized, best-in-category solutions provide deeper functionality and more customized support compared to consolidated, all-in-one platforms. 👉 Consolidated tech stacks may initially seem cost-effective but can incur hidden costs, including reduced flexibility, overpayment for unused features, and costly custom integrations. 👉 Adopting a consolidated tech stack can lead to inefficiencies and frustration due to misalignment with specific operational needs, stifling innovation and increasing operational costs. Want to see what else you missed? Read the event recap and watch the webinar on demand.

It's giving 🔍 omnichannel visibility 🔍 It's giving 📊 staffing transformation 📊 It's giving... ✨️ time to upgrade your data model ✨️ Meet Case Lifecycle, our secret weapon to better staffing and greater operational efficiency. By breaking down each case into essential units of work, teams will have unparalleled visibility into support operations. Learn more: https://hubs.ly/Q02DN5cW0

Workforce management software is meant to save you money, but untrustworthy data, outdated tech, and prolonged or incomplete implementations can end up costing more than they save. In this article, we unpack the hidden costs of legacy WFM systems.

In 2018, three former Stripe employees set out with a bold vision to revolutionize customer support operations. Now, six years later, the company they started has reached a significant milestone of its own: a team of 100 strong. To mark this achievement, we spoke with some early hires who not only shaped the culture but continue to embody our values to this day. Here are a few themes that emerged across all interviews: 🤝 At Assembled, we believe in the power of empathy and genuine connection. Our cultural value to "act like a support agent" shines through in the kindness and dedication of our team. 🔄 Feedback is a cornerstone of our growth. We embrace the philosophy that "feedback is a gift," fostering an environment where giving and receiving feedback empowers us to innovate and excel. 🌟 No prior experience? No problem! Our team members continually step outside their comfort zones, embracing new roles with enthusiasm and excelling in ways they never imagined. Ready to meet the Assemblers who helped make the company what it is today? Find their stories on our blog. https://hubs.ly/Q02DZ8Gk0

Lyra Health is dedicated to transforming mental health care for employees and their families, ensuring timely and compassionate support for all. After years of hyper-growth, it was time for an upgrade to their operational processes. They partnered with Assembled to develop a new Case Lifecycle data model, which tracks each interaction within a case to provide detailed insights and accurate resource allocation. In this customer story, you’ll learn how: 👉 Case Lifecycle helps Lyra Health save $500k annually 👉 Chat forecast accuracy improved to a 1.1% error rate 👉 Granular case insights help the team consistently meet service levels Discover how Assembled has empowered Lyra Health to deliver on their mission more effectively. Read the full story here: https://hubs.ly/Q02F5cw80

We’ve spent years partnering with some of the most innovative support teams out there, learning about their toughest challenges and developing solutions to help them deliver seamless customer experiences efficiently. Through this journey, it became clear that teams needed a way to dive deeper into their support data to uncover new insights, especially for complex cases. So, we dreamed up a solution that not only offers greater visibility but also enhances staffing accuracy, real-time management, and operational efficiency. Then, we built it. Today, we’re excited to introduce Case Lifecycle, a groundbreaking new data model. It works by breaking down each case into its essential units of work, allowing you to examine individual cases or zoom out to uncover bottlenecks and improve teamwide processes. And the results from our early users speak for themselves: 99% forecast accuracy, $500k in savings, and hours saved in manual work. Learn more about the future of support operations on our blog. https://hubs.ly/Q02DrznF0

We’ve cracked the code to a winning customer support strategy — no surprise, it starts with a best-in-category tech stack that allows you to manage your support operations seamlessly. Join Assembled, evaluagent, Intercom and CX expert Brad Herrington on June 26 as we breakdown what best-in-category really means, what the highest performing support teams are doing right, and how to start evaluating tools. Register here: https://lnkd.in/gVv2ADiV

When it comes to CX transformation, no one does it like DailyPay, Inc. Join us on June 20th with InflowCX and Observe.AI as we sit down with special guest Ryan M. of DailyPay to explore his team’s journey to transform their CX. From strategy, to solutions, to results, we’ll walk through DailyPay’s path and share how teams can save money while delivering better customer support. Register here: https://hubs.ly/Q02BKJVC0

What’s better than a CX tool that claims to do it all? A best-in-category tech stack that actually does it all, seamlessly integrating your help desk with WFM and QA, with AI infused throughout. On June 26, Assembled, evaluagent®, Intercom and CX expert Brad Herrington are teaming up to discuss what a winning support tech stack can do for you. Register here: https://hubs.ly/Q02z8pvk0

When the team behind Assembled Assist encountered limitations with Retrieval Augmented Generation (RAG) in its issue resolution engine, they sought a better solution. In this article, Co-founder and CTO John Wang explains how the team overcame these challenges using Reciprocal Rank Fusion (RRF) and hybrid search. By combining the strengths of keyword and vector searches, they significantly improved search precision.