Customer Overview
Finally needed to support customers outside normal business hours without leaving the customer success team with a backlog every Monday morning.
The Challenge
After-hours questions created wait times for customers and extra cleanup work for the team. Customers needed real-time answers even when the team was offline.
The Solution
Finally deployed Shay, an after-hours Cloud Employee, to answer customers in real time and keep conversations moving after hours.
Results
- 100% reduction in response wait time
- Real-time after-hours answers
- Reduced Monday morning backlog for customer success
