SaaS
SaaS Company, 68 employees
The Challenge
The support team was overwhelmed with ticket triaging, spending 6-8 hours daily categorizing tickets, assigning them to the right team, and responding to common questions. This delayed response times and reduced customer satisfaction.
The Solution
- AI-powered ticket classification and prioritization
- Automated routing to the correct support team based on ticket type
- Automated responses for common issues using knowledge base
- Escalation workflows for urgent issues
The Results
83%
Time Reduction
30 hours/week
Hours Saved
5 months
ROI Payback
"Our support team can now focus on complex issues instead of sorting tickets. Response times have improved by 60%, and customer satisfaction scores are at an all-time high."