Accelerating Resolution Times
Head of Customer Support
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.
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.
The client reduced ART by 10% to 43 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.