Client Work
Results, not promises.
Every engagement starts with a real problem. These are the outcomes — measured in hours recovered, errors eliminated, and capacity redirected toward growth.
47% Faster Support Resolution at 3× Ticket Volume
Stackline's support team was skilled, experienced, and stretched. As the product scaled, ticket volume grew faster than the team could absorb — and a large share of that volume was the same questions, answered from scratch, every day.
The Challenge
As Stackline crossed 6,000 users, tier-1 support demand outpaced hiring. Agents were handling a high volume of tickets daily, and a significant portion of that volume was repeat inquiries — the same how-to questions, the same troubleshooting flows, the same documentation lookups. Every response was written from scratch. Average handle time was climbing, first-contact resolution was declining, and CSAT scores were reflecting it. The team wasn't under-skilled — they were under-leveraged, spending the majority of each shift on repetitive work while complex escalations waited in the queue.
Our Approach
We embedded with the support team for a full week before writing a line of code — cataloguing the most common query patterns, the documentation sources agents trusted, and the edge cases that consistently required senior escalation. The result is an AI agent built directly into their existing support tooling: it surfaces relevant documentation, drafts response suggestions in real time, and flags escalation signals before agents have to recognize them manually. Agents review and send — they never write from scratch. Senior-agent corrections feed back into the system continuously.
Outcomes & Impact
Year 1 ROI
410%
Key outcome
47%
faster average ticket resolution time
First-contact resolution: 62% → 86%
Support capacity freed for complex escalations and proactive customer success outreach
Ready to see what this looks like for your business?
Start with a free discovery call. We'll identify whether there's a real opportunity before any engagement begins.