What is Sapling?
Sapling is an AI messaging assistant designed to improve response quality and efficiency for customer-facing teams. It operates through integration with popular messaging platforms and CRMs to provide customer support, business insights, and improved language quality.
How does Sapling improve customer support operations?
Sapling enhances customer support operations by providing real-time suggestions for agents to compose personalized responses. It includes a feature named Sapling Suggest™ which retrieves relevant responses from a team response bank. It also provides a deep learning-powered autocomplete feature offering suggestions across all messaging platforms. This system aids in quickening response and handling time, increasing efficiency and enhancing customer experience.
What are Sapling's key features?
Sapling's key features include Sapling Suggest™, which retrieves relevant responses from a team response bank, Autocomplete Everywhere™ that provides deep learning-powered autocomplete suggestions across all messaging platforms, and a snippet library and text expansion shortcuts/macros to share team knowledge. It also offers insights from conversational data using natural language processing, omni-channel support, enterprise security, and simple and fast installation.
Can Sapling integrate with various messaging platforms?
Yes, Sapling is capable of integrating with various messaging platforms. It is able to provide best-in-class integrations with popular messaging and CRM platforms, and can be seamlessly used across a team's web tools.
What kind of suggestions does Sapling provide for customer service agents?
Sapling provides real-time suggestions to help agents quickly compose personalized responses. These suggestions are powered by Sapling Suggest™ which retrieves relevant responses from a team response bank and Autocomplete Everywhere™ which is a deep learning-powered utility providing autocomplete suggestions across all messaging platforms.
What is Sapling Suggest™ and how does it work?
Sapling Suggest™ is a feature in Sapling that retrieves relevant responses from a team response bank, allowing agents to respond more quickly to customer inquiries. Agents can simply click on suggested responses in real-time, empowering them to handle higher inbound volumes more efficiently.
What is the function of Autocomplete Everywhere™ in Sapling?
The Autocomplete Everywhere™ function in Sapling offers deep learning-powered autocomplete suggestions across all messaging platforms. This allows agents to compose replies more quickly, reducing response and handle time. Moreover, Sapling's snippet macros allow for quick insertion of common responses.
How effective is Sapling in catching language quality issues?
Sapling is highly effective in catching language quality issues, catching 60% more language issues than other spelling and grammar checkers. It uses a machine learning system trained on millions of English sentences to provide professional and consistent communication.
What additional features does Sapling offer to promote team collaboration?
In addition to its key features, Sapling offers additional features like a shared snippet library accessible on all web applications and text expansion shortcuts/macros. These tools allow for rapid message insertion and lightning-fast search capabilities for compliance, upselling, training, and onboarding.
How are Sapling's detailing powered autocomplete suggestions helpful?
Sapling's deep learning-powered autocomplete suggestions are helpful as they expedite the process of crafting replies, thereby allowing agents to respond to customer inquiries more swiftly. They potentially aid in managing higher inbound volumes of customer inquiries and ensuring quick, accurate responses.
What type of security provisions does Sapling have?
Sapling provides enterprise security ensuring that the platform rests in a private cloud with TLS and AES-256 data encryption. It offers redaction of personally identifiable information (PII), and self-hosted/on-premises deployment. Also, Single Sign-On (SSO) and Multi-Factor Authentication (MFA) are available for end-user identity management.
How can managers gain business insights from Sapling?
Managers can gain business insights from Sapling using its natural language processing feature which offers insights from customer conversations. Automated quality scoring allows team leads to evaluate teams and agents across all conversations. Sapling provides reports on usage and efficiency gains at the agent and team level, and monitors topics and trends for rapid adjustment to spikes in issues.
How easy is Sapling to install?
Sapling offers a turnkey solution that requires just two clicks to install and deploy. Onboarding typically takes less than 10 minutes, making the installation process simple and quick.
What is the adoption rate for Sapling?
The adoption rate for Sapling is greater than 90%, indicating its ease of use and effectiveness in enhancing customer service efficiency and quality.
Does Sapling allow integrations with popular CRMs?
Yes, Sapling does allow integrations with popular CRMs. It sits on top of CRMs and messaging platforms to provide customer service teams with real-time suggestions to compose personalized responses.
How does Sapling enable teams to share knowledge?
Sapling enables teams to share knowledge through a snippet library that is accessible on all web applications. Team members can insert messages with text expansion shortcuts/macros, which allow for swift insertion of common responses.
What is a snippet library and text expansion shortcuts/macros in Sapling?
In Sapling, a snippet library is a shared database of frequently-used or important text responses. Text expansion shortcuts/macros allow for quick insertion of these common responses in ongoing customer interactions. This ensures consistent messaging and helps in compliance, upselling, training, and onboarding.
How does Sapling assist in business insights from conversational data?
Sapling assists in business insights from conversational data by using natural language processing to provide insights from customer conversations. It allows for topic and trend monitoring to adjust rapidly to spikes in issues, offers reporting on usage and efficiency gains at the agent and team level, and automated quality scoring to evaluate teams and agents across all conversations.
Can Sapling be used for omni-channel customer support?
Yes, Sapling can be used for omni-channel customer support. It provides best-in-class support for email, tickets, live chats, social media messaging, and more. Sapling integrates seamlessly with popular messaging platforms and CRMs, thus providing an optimized omni-channel customer experience.
How does Sapling improve language quality in a customer-facing team's communication?
Sapling improves language quality in a customer-facing team's communication by catching 60% more language quality issues than other spelling and grammar checkers. The system uses machine learning trained on millions of English sentences to ensure professional and consistent communication. Beyond suggested edits, quality scoring and error report features help managers identify coaching opportunities and improve quality over time.