SaaS case study - increasing CSAT from 79% to 93.8% in just 4 months

In this case study, we examine our client, a SaaS company, and how we created a customized solution to increase CSAT, lower resolution time and scale efficiently.

Featuring:

• An inside look at our SaaS client challenges.
• An overview of our customized solution approach.
• Key improvements on CSAT, resolution time and scaling capabilities.

Company details:

• Industry: SaaS
• Location: United States
• Company size: 250
• Year founded: 2014
• Mission: encourage progress by supporting small business owners grow their companies through sales funnels.

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The challenge

Unorganized customer database & customer support process

As a SaaS company, our client was not only seeking a way to scale quickly and efficiently, but to also provide an overall better experience for their customers. With their stream of tickets, our client believed that by providing appropriate solutions for their customers’ issues, they could increase their CSAT score.

The solution

Source qualified agents & flatten stream of tickets

After partnering with SupportNinja, the team was able to source qualified Ninjas to better serve our client’s customers. In approximately 4 months, the SupportNinja team flattened the torrent of tickets and created a system to better manage customer support.

Working with SupportNinja has allowed us to scale our support team and coverage without needing to grow our support infrastructure. SupportNinja is easy to work with and we love their “No B.S.” approach.

The result

Dramatically improved CSAT, savings, flexibility

• CSAT Improvement
  Improved Customer Satisfaction (CSAT)from 79% to 93.8%.
  ‍
• Double Team Size
  Double the number of agents from 20 to 40 Ninjas.
  ‍
• Lowered Full Resolution Time
  Lowered FRT from 24 hours to 10 hours.