Customer Story: How Company X Reduced Response Times by 70%

When Global Shop, a rapidly growing e-commerce platform with over 5 million monthly active users, approached us about their support challenges, they were facing a perfect storm: ticket volumes had increased 215% year-over-year, while customer expectations for rapid resolutions continued to rise.

The Challenge: Support at Scale

Global Shop's support team was drowning in tickets. Their metrics told the story:

• Average first response time: 9.2 hours
• Average resolution time: 27.3 hours
• First-contact resolution rate: 42%
• Ticket reassignment rate: 31%

"We had an excellent, knowledgeable support team," explains Maya Johnson, Global Shop's Director of Customer Experience. "But our manual triage process couldn't keep up with volume. Agents were spending too much time finding the right tickets instead of solving customer problems."

Finding the Right Solution

Global Shop evaluated several options for improving their ticket routing:

• Hiring dedicated triage specialists (expensive and didn't scale)
• Basic rule-based routing (too rigid and required constant maintenance)
• Supperto's AI-powered classification and routing (adaptive and scalable)

"What impressed us about Supperto was how quickly we could get started without changing our existing Zendesk workflow," says Johnson. "The implementation team promised we'd see results in days, not months. They delivered on that promise."

Implementation and Training

The integration process followed these steps:

1. Initial setup and Zendesk integration (completed in one day)
2. Historical data import to train the classification model (two days)
3. Configuration of routing rules based on Global Shop's team structure (one day)
4. Parallel testing with manual review (three days)
5. Full deployment with monitoring

Global Shop's support leaders received training on the analytics dashboard, allowing them to monitor performance and make adjustments as needed.

Dramatic Results

Within the first month of deployment, Global Shop saw significant improvements:

• Average first response time decreased from 9.2 hours to 2.8 hours (70% improvement)
• Average resolution time decreased from 27.3 hours to 10.5 hours (62% improvement)
• First-contact resolution rate increased from 42% to 67% (60% improvement)
• Ticket reassignment rate decreased from 31% to 7% (77% improvement)

Perhaps most importantly, customer satisfaction scores increased by 24 percentage points, from 71% to 95%.

The Agent Experience

Beyond the metrics, Global Shop reported significant improvements in agent experience:

"Our agents are happier because they're working on issues that match their expertise," explains Johnson. "They spend less time trying to figure out what the customer needs and more time actually helping them. Our turnover rate has decreased substantially."

Scaling for the Future

With Supperto handling their ticket routing, Global Shop has been able to grow their customer base without proportionally expanding their support team. Even as ticket volume increased by an additional 40% over the following quarter, their improved metrics remained stable.

"We've broken the linear relationship between customer growth and support costs," says Johnson. "Now we can scale much more efficiently while maintaining high-quality support."

Global Shop plans to expand their use of Supperto's capabilities in the coming year, including implementing the proactive support features to resolve common issues before customers need to create tickets.