Software · Confidential SaaS
Customer Support Agent
Tier-1 support agent that resolves common questions, escalates the rest, and updates the CRM, without a human in the loop.
The problem
Support was drowning. 70% of tickets were the same dozen questions about billing, account access, and integrations, but those tickets ate the team before they could get to the actually-hard ones.
The system
A support agent with read/write access to the help center, account database, and CRM. It resolves tier-1 questions inline, updates the customer’s record, and escalates anything ambiguous to a human with a written summary.
The result
82% of tier-1 tickets resolved without a human, first-response time collapsed to under 30 seconds, and CSAT actually went up, because the human-handled tickets got the attention they deserved.
Services used
How we built it.
More work
Other case studies.
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