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Use Case

Improving first-contact resolution for technical support

Accelerate AI Adoption

80%
User engagement rate achieved
44%
Reduction in application support tickets
Improving first-contact resolution for technical support
Manufacturing
CRM
Salesforce

Resolve Challenge

First-contact resolution in manufacturing technical support depends on agents accurately capturing issue details, selecting correct categories, and following resolution workflows inside the CRM. When agents struggle with the system, cases are misrouted, escalated unnecessarily, or resolved with incomplete documentation.

  • 84% of employees report struggling with software at least some of the time, leading to workarounds in case management workflows
  • 55% of employees turn to the IT team for help with software issues, adding to the support burden when agents should be resolving customer cases
  • 90% of training content forgotten within a week if not reinforced, making classroom training on case handling procedures ineffective

Support agents handling high case volumes cannot pause to consult training materials. Without guidance embedded in the CRM workflow, inconsistent case handling becomes the norm.

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Our Solution

Userlane improves first-contact resolution by guiding support agents through CRM case management workflows in real time, ensuring accurate capture, categorization, and resolution from the first interaction.

  • Step-by-step walkthroughs guide agents through case creation, issue categorization, troubleshooting steps, and resolution documentation workflows inside the CRM
  • Tooltips and hotspots from the Engagement Suite surface category definitions, escalation criteria, and required documentation fields at each step of the case workflow
  • HEART Analytics tracks case handling completion and accuracy by agent and team, surfacing where additional guidance or workflow adjustments improve resolution rates

The Userlane Assistant provides contextual answers to process questions without agents needing to leave the CRM or escalate to a supervisor for navigation help.

Proven Impact

80%

User engagement rate achieved

44%

Reduction in application support tickets

Frequently Asked Questions

Userlane Assistant provides access to predefined troubleshooting guides and help content - it does not answer ad-hoc questions conversationally. However, with Contextual Assistance enabled, users can ask questions in natural language and receive conversational responses based on available content.

Yes. Content can be organized and accessed by product category. When a technician opens a case for Model X300, the Assistant shows X300-specific guides without displaying irrelevant product documentation.

Tooltips can link to knowledge base articles or external documentation that contain detailed specifications. The tooltip itself provides brief explanations and directs technicians to comprehensive technical resources.

Userlane Assistant integrates with Confluence, Zendesk, KnowledgeOwl, and SharePoint. Technicians access articles and documents through integrated search without leaving the support workflow.

HEART Analytics tracks which guides technicians access most frequently and how often they engage with specific content. You see that power supply guides get high usage while network connectivity procedures are rarely accessed, indicating content relevance.
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