ServeTech builds purposeful automation for customer support operations. Our flagship product, SkillTracer, is a Zendesk Marketplace plugin that automates agent skill tagging so your skills-based routing actually works.

Most support teams on Zendesk Suite Professional never activate skills-based routing. Not because the feature does not work, but because keeping agent tags accurate requires 5+ hours of manual work every week. SkillTracer eliminates that entirely.

On first install, SkillTracer analyzes up to one year of ticket resolution history and scores every agent using advanced statistical ranking. After that, scores update daily using only new ticket data. No manual setup. No ongoing maintenance.

Skills-based routing directly improves first contact resolution, average handle time, customer effort score, and ticket reopens. Every 1% gain in FCR produces a 1% drop in operating costs and a 1% lift in CSAT.

ServeTech does not replace Zendesk's skill based routing. We enable it.

Built for CX Managers and Support Operations Leaders running Zendesk Suite Professional or above with 20+ agents.

Sources: Zendesk (zendesk.com/blog) | SQM Group (sqmgroup.com)

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