Enhanced Contact Center Efficiency with Proactive Customer Support

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A SaaS company faced inefficiencies in its contact center, leading to poor customer experiences and potential churn. By implementing Whatfix Smart Tips, the company proactively identified frustrated customers and reduced escalations, improving agent productivity and increasing case resolution rates by over 55%.

The company’s contact center struggled with inefficiencies that frustrated customers, such as long hold times, repeated transfers, and multiple case numbers for the same issue. On average, customers contacted support 13 times before escalating, spending 6.5 hours total across interactions. Missed follow-ups and delayed escalations (24-72 hours) compounded these issues, and agents had to repeatedly reacquire context, resulting in wasted time and fragmented workflows. These inefficiencies negatively impacted customer satisfaction, leading to increased churn risk and damage to the company's brand.

The SaaS company implemented Whatfix Smart Tips that triggered when a customer interacted with support three or more times in a single week, flagging them as likely frustrated. This allowed senior service agents or supervisors to intervene and resolve issues before they escalated further proactively. Whatfix’s solution also identified the specific customers, enabling targeted and personalized support.