At the same time, they’re expected to provide timely service with that precious human touch. To excel in this environment, TaskUs pairs highly-skilled people with world-class technology. TaskUs designs and develops some of this technology in-house, including proprietary solutions like AutomateUs
, and ConnectUs.
However, regarding UX customization and web automation, they chose to partner with PixieBrix. PixieBrix enabled TaskUs to customize the interface of the web tools their agents use to fit their processes and workflows better. Take the example of a customer inquiry. TaskUs teammates are authorized to perform certain actions depending on the customer’s claim, the system’s data, and various other factors. Unfortunately, not all of this information was integrated into a cohesive system. Certain types of inquiries involved multiple manual steps, such as navigating between different web pages, trimming data, and pasting it into a web portal - all while engaging with customers in a professional and courteous manner. TaskUs knew this “swivel chair integration” was inefficient and error-prone. Plus, the manual nature of this work wasn’t in line with TaskUs’s goal to continually improve their teammates’ engagement and well-being. With PixieBrix, TaskUs was able to supercharge this workflow, removing manual steps and checks to increase speed and accuracy.