Better Service, Happier Customers - TaskUs Transforms Customer Experience with PixieBrix

To set the pace in CX, the TaskUs team required more intuitive, more informative, and purpose-built web interfaces for several key marquee clients – all with the goal of improving agent workflows while still ensuring customer satisfaction.

10,000

+
agents onboarded

40

%
decrease in aht

20

%
improvement in csat

100

%
compliance
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Table of Contents
About
Challenge
Outcome
Solution
Full Story
Today
Future
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TaskUs

TaskUs is a leading provider of outsourced digital services and next-generation customer experience to the world’s most innovative companies, helping its clients represent, protect and grow their brands. Leveraging a cloud-based infrastructure, TaskUs serves clients in the fastest-growing business sectors, including Social Media, eCommerce, Gaming, Streaming Media, Food Delivery and Ride-sharing, Technology, FinTech and HealthTech. As of December 31, 2022, TaskUs had a worldwide headcount of approximately 49,500 people across 27 locations in 12 countries including the United States, the Philippines and India.

TaskUs, as both an early adopter and design partner, collaborates with PixieBrix on assisted automation to enhance the experience for our teammates and streamline user workflows. This partnership is pivotal in realizing our competitive vision.

Challenge

Customer service in the digital era is more complex and harder to deliver than ever before, especially for TaskUs’ fast-growing, innovation-driven client base. These client partnerships involve a vast ecosystem of consumers and suppliers that have more choices and less patience than ever before. In this increasingly demanding and competitive environment, customer experience (CX) is the key driver of brand value which, in turn, makes TaskUs a key ingredient to its client’s long-term success. To set the pace in CX, the TaskUs team required more intuitive, more informative, and purpose-built web interfaces for several key marquee clients – all with the goal of improving agent workflows while still maximizing ensuring customer satisfaction. Specifically, they sought effective and scalable tools to help agents monitor and process customer transactions and inquiries with speed, precision, and the all-important “human touch.”

Outcome

  • With renewed focus on Customer Experience, TaskUs realized a 20% increase in CSAT by consolidating their cross-platform functionality with the PixieBrix platform. 
  • TaskUs broke free from the world of tool-jumping and swivel-chair integration, resulting in 40% decrease in AHT. 
  • PixieBrix simplified the agent experience, leading to 10K+ agents being onboarded in 6 months and improving employee engagement.

Solution

To improve agent experience and customer satisfaction, TaskUs partnered with PixieBrix, a low-code platform that rapidly customizes and automates the web tools teams already use  to add a new layer of functionality to many of the web applications that support key clients. This helped TaskUs process and resolve transactions and inquiries faster, with higher accuracy, and with greater transparency. This renewed focus on the two-way experience (agent success and customer excellence) helped agents to perform to the best of their ability while providing sustained positive and seamless experiences for the customer.

The Full Story

Team members often perform tasks such as:
  • Verifying information
  • Responding to inquiries
  • Processing transactions
  • Collecting feedback
  • Navigating approvals while working across various tools and systems
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, AssistUs, 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.

Today

TaskUs relies on PixieBrix to enhance these critical aspects of their business:

  • Process Excellence
    Process excellence is all about increasing teammate speed and accuracy through capabilities like automation, data validation, and contextual guidance through workflows. With PixieBrix, agents can automate repetitive tasks, such as checking data, auto-filling data across web portals, and aggregating and converting data. PixieBrix improves teammates' navigational efficiency across tools, enabling agents to reference corresponding records across systems easily.

  • Customer Experience
    PixieBrix enables TaskUs to improve the customer experience, driving satisfaction and brand loyalty, by guiding agents through operating procedures and brand guidelines, and helping agents provide accurate and appropriate responses.

  • Compliance
    TaskUs needs to ensure safety and compliance through capabilities like redaction, hiding and disabling page elements, form validation, and audit logging. With PixieBrix, TaskUs team members are prompted to perform manual checks on certain actions, agents access different interfaces based on their seniority and role, sensitive customer data is secure and redacted, and team data is collected and analyzed to uncover anomalies and improve processes.

  • Agent Experience
    TaskUs emphasizes both customer experience and agent experience. With PixieBrix, TaskUs can help team members learn and develop with-in app guidance and educational content, ensuring they’re fully utilizing the digital tools at their disposal.

The Future

TaskUs is a forerunner in outsourcing and CX, and will continue to define the gold standard among tech giants for years to come. Tech-enabled people will remain at the heart of this pursuit. To support this, TaskUs plans to roll out PixieBrix across the entire team of 49,000+ agents to enable the perfect user experience for the tools teammates rely on everyday.

TaskUs

TaskUs is a leading provider of outsourced digital services and next-generation customer experience to the world’s most innovative companies, helping its clients represent, protect and grow their brands. Leveraging a cloud-based infrastructure, TaskUs serves clients in the fastest-growing business sectors, including Social Media, eCommerce, Gaming, Streaming Media, Food Delivery and Ride-sharing, Technology, FinTech and HealthTech. As of December 31, 2022, TaskUs had a worldwide headcount of approximately 49,500 people across 27 locations in 12 countries including the United States, the Philippines and India.

Outcome

Challenge

Customer service in the digital era is more complex and harder to deliver than ever before, especially for TaskUs’ fast-growing, innovation-driven client base. These client partnerships involve a vast ecosystem of consumers and suppliers that have more choices and less patience than ever before. In this increasingly demanding and competitive environment, customer experience (CX) is the key driver of brand value which, in turn, makes TaskUs a key ingredient to its client’s long-term success. To set the pace in CX, the TaskUs team required more intuitive, more informative, and purpose-built web interfaces for several key marquee clients – all with the goal of improving agent workflows while still maximizing ensuring customer satisfaction. Specifically, they sought effective and scalable tools to help agents monitor and process customer transactions and inquiries with speed, precision, and the all-important “human touch.”

Solution

To improve agent experience and customer satisfaction, TaskUs partnered with PixieBrix, a low-code platform that rapidly customizes and automates the web tools teams already use  to add a new layer of functionality to many of the web applications that support key clients. This helped TaskUs process and resolve transactions and inquiries faster, with higher accuracy, and with greater transparency. This renewed focus on the two-way experience (agent success and customer excellence) helped agents to perform to the best of their ability while providing sustained positive and seamless experiences for the customer.

The Full Story

Team members often perform tasks such as:
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, AssistUs, 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.

Today

TaskUs relies on PixieBrix to enhance these critical aspects of their business:

The Future

TaskUs is a forerunner in outsourcing and CX, and will continue to define the gold standard among tech giants for years to come. Tech-enabled people will remain at the heart of this pursuit. To support this, TaskUs plans to roll out PixieBrix across the entire team of 49,000+ agents to enable the perfect user experience for the tools teammates rely on everyday.

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