Accelerating Resolution Times

Who

Head of Customer Support

Issue

This B2C software company was experiencing a long Average Resolution Time (48 hours) primarily because agents were 1) providing the wrong answers to customer inquiries, and 2) bouncing tickets between each other and to managers. Escalations soared.

Solution

This client implemented Readyly to augment their in-house agents. Agents were equipped with relevant research, lookalike tickets, and a suggested “right answer” on the most common ticket issues with 80% accuracy.

Result

The client reduced ART by 39% to 29 hours by converting 30% of tickets (approximately 4k per day) to a one-click resolution. They saved approximately $5/ticket in labor cost and earned a 500% ROI on their investment in Readyly.