Pat Glass

Pat Glass's Title

Pat Glass holds the title of Lead Designer, a role that underscores his expertise in creating innovative solutions to enhance customer support and operational efficiency. As a Lead Designer, Pat is responsible for developing and implementing user-friendly designs that streamline processes and improve the overall customer experience. His work focuses on automation, decision trees, and system integrations, making him a pivotal figure in the realm of customer support technology.

Pat Glass's Expertise

Pat Glass is an expert in designing automation tools and interactive decision trees that significantly boost agents' efficiency. His proficiency in embedding Smart Flows directly into Fresh screens allows for rapid onboarding and training of agents. Pat's skill set includes creating easy-to-use Smart Flow Builders that enable the modification of interactive decision trees on demand, ensuring that support operations remain agile and responsive to business changes.

Pat Glass's Achievements

One of Pat Glass's notable achievements is his ability to help agents resolve tickets up to 10 times faster through the automation of simple steps and the use of interactive decision trees. He has successfully sped up the process of returns and RMAs by implementing pre-built connectors and triggers, automating actions across various systems without requiring agents to leave Freshdesk. Pat also ensures that agents adhere to standard operating procedures (SOPs) through seamless automations and integrations, which happen behind the scenes without disrupting workflow.

Pat Glass's Impact on Customer Support

Pat Glass has had a profound impact on customer support by making support operations more nimble and efficient. His design of guided workflows helps reduce escalations by walking agents through every scenario before escalating a ticket to higher-level support. Pat's innovations ensure that product quality issues are promptly captured and routed with premium integrations to Arena and other PLM and Quality systems, all within Freshdesk. Additionally, his decision trees and connectors facilitate customer onboarding, upgrades, billing questions, and subscription plan changes, streamlining these processes to enhance customer satisfaction.