At GroWrk, we are committed to constantly improving our service. In 2024, we have seen a substantial increase in our quality and speed when handling support tickets by using our home-grown solution: GroWbot. Since launching version 2.0 of GroWbot earlier this year, we've managed to reduce response times, boost ticket resolutions, and increase customer satisfaction. Here's an overview of the changes we've made and the dramatic impact they've had on our results.
Elevating IT Support efficiency
After updating GroWbot, our efficiency has drastically increased, allowing just 3 agents to perform the work of 10. Previously, our support team could manage 50 tickets on a monthly average. Because of GroWbot’s intelligent automation, we've scaled our support operations to handle over 300 tickets monthly.
Balancing AI-driven automation with our human expertise has been synergetic for our IT support team. Our agents can now dedicate their attention to resolving more complex tasks, while simpler issues are handled immediately. Since making these updates, GroWbot has allowed us to maintain peak operational performance as the demand for support from our customer base grows. This results in an agile and highly efficient IT support team that can provide world-class service with fewer agents.
Faster response times
GroWbot's addition has significantly reduced our response times, allowing us to address support requests quickly and efficiently. In the past, the average response time to an IT support inquiry was 20 minutes. After improving our AI-powered IT support system, the average time it takes to respond to inquiries has been reduced to 4.6 minutes. This drastic improvement means users don't have to wait long for common issues with hardware troubleshooting and software installations.
Working with distributed teams requires around-the-clock support, and GroWbot provides immediate support to keep operations running. Sometimes, an inquiry ticket involves manual intervention, so it’s intelligently routed to human support. This results in an enhanced workflow with fewer delays and quicker resolutions.
Improved customer satisfaction
Thanks to GroWbot's enhancements, we've achieved a 100% Customer Satisfaction (CSAT) score. Delivering this level of service to our customers is a testament to the effectiveness of our AI-driven support. The combination of faster response times and the ability to handle large volumes of inquiries has contributed to a smoother and more efficient user experience.
Whether the issue is common or more nuanced, customers appreciate receiving immediate and detailed assistance to resolve it. Achieving this balance of speed, accuracy, and personalized support helps us maintain consistently high service standards throughout all of our customer interactions, reflecting our commitment to excellence in IT support.
Upcoming features and updates
GroWbot continues to evolve, providing IT support, handling customer orders, and offering guidance based on our documentation. It improves with each interaction, delivering faster and more accurate responses.
We’re currently working on integrating GroWbot with Slack, allowing users to request help directly through the platform. This will streamline support and make it even easier for teams to get assistance. In the future, we plan to integrate GroWbot with our CRM to enhance our order processing capabilities and reduce manual work on our logistics team.
Moving forward, we’ll be continuously updating GroWbot with new features to further improve our customer experience and give you the best that technology has to offer. Stay tuned for more updates!
