Case Study 3: Enhancing Operational Efficiency and Customer Retention at a Series B start up
Challenge:
Customer support faced an increasing volume of support tickets, leading to inefficiencies and lower customer satisfaction.
Approach:
- Led a cross-functional team to launch self-service features, reducing dependency on support teams.
- Developed an AI-driven buyer health scorecard to proactively identify retention risks based on customer engagement metrics.
Impact:
- Reduced support tickets by ~15%, improving customer experience.
- Decreased churn by 20% through proactive intervention strategies.
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