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RFA + Chatgenie: Scaling support

RFA provides clients with customized workflow and IT strategies to bring tomorrow’s edge, today.

Using a chatbot to handle thousands of tickets

Tile was founded to help people locate the things that matter to them. The consumer electronics company is a leading finding technology that locates millions of items every day.
Founded in 2012 as a crowdfunded project, Tile now has customers in more than 230 countries and territories and helps people find millions of items every day. In fact, more than 90 percent of things that are reported lost using Tile trackers are eventually found.

Tile has stayed true to its crowdfunded roots, even as it has seen explosive growth. It’s never lost its focus on delivering exceptional service, and continues to take cues from its global community to inform decisions about new products and features.
It’s this dedication to delivering a rich customer experience that led Tile’s Senior Customer Support Manager Justin Michaud to join the company in 2020, just as the world entered lockdown due to Covid-19.

“Awesome tool. Much faster for ticket management, delegation and assignment than opening up a full client (especially on mobile). With the combination of CW Workflows, some really interesting processes can be put together. We could not be nearly as efficient with CWManage as we are now with ChatGenie.”

- Bradly, RFA

Joining at the beginning of the pandemic was actually an incredible opportunity,” Michaud said. “Business initially slowed down, which allowed us to take a step back and look at how we were doing things, so we could be in an even better position when demand ultimately picked back up faster than we expected.

The challenges of working remote with a global team

Tile was founded to help people locate the things that matter to them. The consumer electronics company is a leading finding technology that locates millions of items every day.
Founded in 2012 as a crowdfunded project, Tile now has customers in more than 230 countries and territories and helps people find millions of items every day. In fact, more than 90 percent of things that are reported lost using Tile trackers are eventually found.

Tile has stayed true to its crowdfunded roots, even as it has seen explosive growth. It’s never lost its focus on delivering exceptional service, and continues to take cues from its global community to inform decisions about new products and features.
It’s this dedication to delivering a rich customer experience that led Tile’s Senior Customer Support Manager Justin Michaud to join the company in 2020, just as the world entered lockdown due to Covid-19.

“Joining at the beginning of the pandemic was actually an incredible opportunity,” Michaud said. “Business initially slowed down, which allowed us to take a step back and look at how we were doing things, so we could be in an even better position when demand ultimately picked back up faster than we expected.”