How a customer support company transformed their service delivery and became an industry leader in response times.
The Challenge
SupportPro's 500 customer service agents were struggling with outdated knowledge bases. Average response time was 45 minutes, customer satisfaction was declining, and agents spent most of their time searching for answers rather than helping customers.
The Solution
SupportPro integrated Parsewise directly into their support workflow. The AI learned from thousands of resolved tickets and created instant answers for common issues. Agents could now search in natural language and get accurate responses with one click.
The Results
Response times dropped from 45 minutes to under 9 minutes. Customer satisfaction scores increased by 35%. Agents reported 90% less stress and could handle 3x more tickets per day. SupportPro became known for having the fastest response times in their industry.