Client Snapshot
A fast-growing SaaS company with 80 employees and over 10,000 customers faced challenges keeping up with rapid support growth. The customer support team of 12 managed tickets through Zendesk, and support quality was slipping just as the company scaled its customer base.
The Challenge
As the customer base grew, support tickets doubled year-over-year. Leadership resisted doubling headcount due to cost concerns, which caused first-response times to increase, resolution times to lag, and customer satisfaction (CSAT) scores to fall.
Repetitive inquiries about account setup, billing, and product usage consumed agent bandwidth. More complex cases piled up, leading to backlogs and frustrated customers. Support staff burned out from the workload, and employee turnover rose.
The tipping point came when several large enterprise customers threatened to churn, citing poor support experiences.
The Solution
Delivered as an all-inclusive package, HELP combined software, managed services, 20 hours of monthly AI consulting, and continuous enhancements. Key capabilities included:
- AI-powered chatbot to handle FAQs, billing questions, and common setup issues.
- Automated ticket triage to classify and route cases by urgency and complexity.
- Agent-assist functionality suggesting responses and solutions for complex cases.
- Analytics dashboards to monitor response times, resolution rates, and satisfaction.
Implementation Journey
HELP was rolled out in three agile sprints:
- Sprint 1 (Weeks 1–2): Integrated with Zendesk for automated ticket triage and routing.
- Sprint 2 (Weeks 3–4): Launched AI-powered FAQ chatbot for account setup and billing inquiries.
- Sprint 3 (Weeks 5–6): Rolled out agent-assist for complex case support and built analytics dashboards.
The Results & Benefits
Within six months, HELP delivered measurable improvements to support operations:
| Metric | Before HELP | After HELP | Impact |
|---|---|---|---|
|
Resolution time |
2 days |
1.2 days |
40% faster |
|
CSAT score |
70% |
88% |
+25% improvement |
|
Ticket capacity |
10,000/year |
20,000+/year |
Doubled |
|
Agent morale |
Low |
High |
Reduced burnout |
Beyond metrics, the company avoided costly headcount increases while scaling customer support. Agents reported reduced stress, and customers praised faster, more consistent service.
Testimonial
“HELP allowed us to scale without doubling staff. Our customers noticed the difference immediately, and our team finally had breathing room. We improved service quality and reduced churn risk while keeping costs flat.” – COO at a Technology Services Company
Looking Ahead
Plans for HELP include:
- Proactive customer success outreach to identify at-risk accounts.
- CRM integration for personalized customer interactions.
- Multilingual chatbot capabilities to support international expansion.
With monthly enhancements included, HELP will continue to evolve alongside the company’s growing customer base.
