Pat Glass
About Pat Glass
Pat Glass is a Lead Designer who enhances agent efficiency and support quality in Freshdesk through advanced automation and smart workflows.
Pat Glass - Lead Designer
Pat Glass serves as a Lead Designer specializing in enhancing agent efficiency and customer support processes. In this role, Pat focuses on the development and automation of interactive decision trees, ensuring that agents can handle tickets ten times faster. By embedding Smart Flows directly into Fresh screens, Pat enables rapid onboarding and ongoing training for customer support agents.
Automation and Smart Flows Expertise
Pat Glass excels in creating user-friendly Smart Flow Builders that optimize support operations. These builders enable the creation of interactive decision trees which can be easily modified to meet evolving business needs. This approach makes support services more agile and responsive to changes in processes or customer requirements.
Enhancing Customer Support Efficiency
Pat Glass's work includes speeding up processes such as returns and RMAs by implementing pre-built connectors and triggers that automate actions. These automations allow agents to complete tasks across various systems without leaving Freshdesk, significantly enhancing support efficiency and reducing the need for escalations.
Ensuring Compliance with Standard Operation Procedures
Pat Glass ensures that all automated workflows comply with standard operation procedures (SOPs). By integrating automations that work seamlessly behind the scenes, Pat helps agents adhere to SOPs without manual intervention. This guarantees consistent and reliable customer support.
Seamless Integration with PLM and Quality Systems
In addressing product quality issues, Pat Glass employs premium integrations with Arena and other PLM and Quality systems. By capturing and routing quality data instantly within Freshdesk, Pat ensures that all quality-related concerns are managed efficiently without disrupting the workflow of support agents.