TechCorp, a fast-growing B2B software company, was facing a common scaling challenge: their customer base was growing faster than they could hire and train support staff. With response times increasing and customer satisfaction declining, they needed a solution—fast.
The Challenge
Before implementing AssistLayer, TechCorp's support team was struggling with:
- Average response times of 4+ hours during business hours
- No support coverage outside business hours (leaving international customers waiting up to 16 hours)
- Support agents spending 60% of their time on repetitive questions
- CSAT scores dropping from 4.2 to 3.6 over six months
- High turnover among support staff due to burnout
The company faced a difficult choice: hire aggressively (expensive and slow) or find a smarter way to handle their growing support volume.
The Solution
TechCorp chose AssistLayer's AI-powered support platform. Implementation took just three weeks:
Week 1: Knowledge Base Setup
The team uploaded their existing documentation, including product guides, FAQs, troubleshooting articles, and release notes. AssistLayer's document processing handled PDF, DOCX, and HTML files automatically, extracting and indexing content for the AI.
Week 2: Training and Customization
Using AssistLayer's training tools, TechCorp refined the AI's responses. They added custom Q&A pairs for company-specific questions, created knowledge snippets for pricing and policy information, and configured confidence thresholds for their comfort level.
Week 3: Integration and Testing
The team embedded AssistLayer's chat widget on their website and integrated it with their help center. After thorough testing, they launched with a hybrid approach: AI handles initial inquiries with seamless human handoff when needed.
The Results
Within 90 days of launching AssistLayer, TechCorp saw dramatic improvements:
70% Reduction in Support Tickets
The AI successfully resolved 70% of customer inquiries without human intervention. These weren't just simple questions—the AI handled technical troubleshooting, feature explanations, and billing inquiries with high accuracy.
Response Time: From Hours to Seconds
Average first response time dropped from 4 hours to under 30 seconds. Customers now get immediate help 24/7, regardless of timezone. International customer satisfaction saw the biggest improvement.
CSAT Score Improvement
Customer satisfaction scores climbed from 3.6 back to 4.4—higher than before the support crisis began. Customers appreciated the instant responses and accurate information.
Agent Satisfaction
Support agents now focus on complex, interesting problems instead of answering the same questions repeatedly. Agent satisfaction scores improved by 40%, and turnover dropped significantly.
Key Success Factors
TechCorp's success with AssistLayer came down to several factors:
Executive Buy-In
Leadership committed to the implementation, providing resources and setting clear expectations. They viewed AI as a tool to empower their support team, not replace it.
Quality Knowledge Base
The team invested time in cleaning up their documentation before training the AI. Accurate, comprehensive training data led to accurate AI responses.
Continuous Improvement
TechCorp treats their AI as a team member that needs ongoing training. They review AI conversations weekly, identify gaps, and continuously improve the knowledge base.
Smart Escalation
They configured appropriate confidence thresholds and made it easy for customers to reach a human when needed. This built trust and prevented AI from attempting to handle issues beyond its capability.
Looking Ahead
TechCorp is now expanding their use of AssistLayer. They're implementing proactive support features, integrating with their CRM for personalized experiences, and exploring AI-powered analytics to identify product improvement opportunities.
"AssistLayer didn't just solve our support scaling problem—it transformed how we think about customer experience. We're now providing better support than ever while actually reducing costs."
— Sarah Chen, VP of Customer Success, TechCorp
Your Turn
TechCorp's story is becoming increasingly common as businesses discover the power of AI-augmented customer support. Whether you're facing similar scaling challenges or simply want to provide better customer experiences, modern AI tools make transformation possible.