Today’s digital customer service teams face a key challenge: customers expect quick resolutions, but agents often get stuck waiting for screenshots, documents, or other details, hurting resolution time. SendSafely Halo lets you automate the secure collection of such artifacts through an AI chatbot to dramatically improve agent efficiency and outcomes.
Here's how SendSafely Halo can help drive value for organizations looking to increase ticket velocity and overall customer satisfaction:
1. Reduce time-to-resolution by collecting required artifacts up front
A major bottleneck in many customer service workflows is the “waiting for customer to upload needed file/log” cycle. An agent may be assigned a ticket, ask the customer for screenshots, OS logs, identity docs, etc., then wait, delaying resolution. Instead, front-load secure data collection in your AI chat with Halo, allowing human agents to act immediately once the ticket is transferred.
- The customer is prompted within the AI chat (single flow, no context switch) to securely upload the necessary files.
- The files arrive encrypted and linked in the conversation, the human agent has immediate access
Impact:
- Lower average resolution time
- Fewer back-and-forth interactions since there is no second round of “please send us this this information”
Industry benchmarks show that shorter resolution times and fewer touches correlate strongly with higher customer satisfaction.
2. Reduce total agent time spent per ticket
When agents aren’t chasing down missing documentation, they spend less time per ticket. No more: “Did you send the screenshot?”, “We still need the log file”, “Can you please resend your ID”.
With Halo, these steps are automated or embedded in the flow: the customer uploads securely, the link appears in the chat, and agents immediately have access when the ticket gets opened.
Impact:
- Reduced average handle time (AHT) per ticket
- Increased agent utilization (more time actually resolving vs. collecting)
- Lower cost per ticket (fewer agent minutes)
By improving up front workflows, you shift agent time toward resolution rather than administration.
3. Increase first-contact resolution (FCR)
The number one factor that prevents FCR is missing information. The agent must ask for more info, the customer delays, the ticket opens again, maybe escalates. Halo reduces that friction by ensuring required info is collected earlier in the process.
Impact:
- Higher FCR rates
- Lower escalation rates to senior agents or specialist teams
- Reduced number of ticket touches/interactions
Each extra touch or channel hop tends to degrade satisfaction and raise cost.
4. Boost customer satisfaction and loyalty
When customer service is smoother, faster, less frustrating, customers notice.
Impact:
- Higher CSAT (Customer Satisfaction)
- Improved NPS (Net Promoter Score)
- Lower customer effort score (CES) — customers feel the process is easy
Higher customer satisfaction can help retention, upsell and reduce churn.
Request a demo to see see first hand how SendSafely Halo can accelerate your digital customer service workflows. SendSafely Halo is available on SendSafely Enterprise and Business plans.
SendSafely: Integrated File Transfer for Digital Customer Service
If you are looking for a secure way to send or receive files with anyone, or simply need a better way to transfer large files, our platform might be right for you.