to hire billing support team
backlog resolved in 4 days
Zero Manual Data Entry
needed thanks to new automation workflows
New CRM solution
for efficient management + single location for information
The Full Story
As AI continues to revolutionize the business landscape, organizations are leveraging its power to provide highly personalized customer experiences. However, rapid growth in AI companies can also bring challenges such as talent acquisition, scalability and infrastructure, ethical and regulatory challenges, market competition, and even customer support and satisfaction.
One leading AI company faced a growth challenge in managing billing inquiries while maintaining customer satisfaction. To address this issue, they turned to SupportNinja for an effective solution to automate and streamline their process. With SupportNinja's help this client improved their processes and overall customer satisfaction.
The Challenge: Scaling Up to Meet a Surge of Billing Inquiries
For this AI company, rapid growth led to a surge of billing inquiries that overwhelmed the billing department. Despite experiencing 60% revenue growth and expanding to 200 employees due to high demand for innovative AI solutions, they were not prepared to handle the volume of inquiries. They recognized the potential negative impact on their reputation and future growth prospects if the issues were not addressed promptly. To ensure customer satisfaction and retain clients, the client sought a solution to address the surge in inquiries. However, the lack of a Customer Relationship Management (CRM) system made it challenging to manage the volume efficiently.
The Solution: Find the Right Partners + Implement a Tailored CX Solution, Including Support + CRM
The AI company recognized the need to partner with a team of experts who understood their business and could provide a tailored solution to manage their specific requirements.
SupportNinja worked from their needs and create a solution that addressed concerns regarding the backlog of inquiries. SupportNinja then assembled a team of billing agents to handle these inquiries efficiently.
To further optimize this client's process, SupportNinja deployed a CRM solution that funneled all inquiries into a single location for efficient management. SupportNinja's team of experts were already well-versed in handling billing inquiries and developed a deep understanding of the company's business processes through alignment conversations. This knowledge enabled them to quickly get up to speed with the company's operations and provide customers with a seamless experience.
The Results: 7 Days, 1k+ Inquiries Handled
In just three days, SupportNinja was able to source and hire a team of billing support agents to resolve the company’s backlog of inquiries and implement a CRM solution that streamlined the inquiries from traditional email channels into a system that enhanced customer support operations in several ways.
After four days with the new team, SupportNinja's billing support agents resolved a backlog of 1,162 inquiries. Their CRM solution not only automated inquiries from the traditional email channel but also measured service levels, ticket age, and ticket resolution rates.
Thanks to SupportNinja's solution, the AI company was able to streamline its billing process and manage its inquiries more efficiently than ever before. This empowered them to focus on their core business without any disruptions, while SupportNinja handled their billing inquiries.
- Eliminated the need for manual data entry, saving time in the long run
- Automated the process of routing inquiries to the right team for quick and efficient resolutions
- Provided real-time reporting, enabling the company to measure service levels, ticket age, and resolution rates for further optimization