Case Study
AI-Powered Customer Success: Scaling Quality and Efficiency
How AI-driven insights saved 250+ hours monthly and boosted call quality for a growing SaaS company.
Scaling service quality
"This call may be recorded for quality assurance..."
In the world of SaaS, quality customer onboarding can make or break success. But how do you scale white-glove service without compromising quality?
With calls flooding in daily, the challenge was clear: scale internal feedback without inflating the quality assurance team.
The CEO knew that maintaining call quality was crucial for retention and growth. That's when they turned to Switchboard.
Opportunities for improvement
Human ideas, AI execution
Blending human insight with AI precision for next-level customer care
1. Defining the teams needs
The first step was meeting with teams to understand the nuance of their calls and reviews being conducted.
2. Scalable process
We didn't just implement AI; we orchestrated a symphony of tools to create an intelligent workflow.
3. Crafting the right prompts
Our team crafted bespoke AI prompts for six distinct call types, ensuring accuracy in covering agendas and casual detours in conversation.
4. Humans kept in the loop
While AI does the heavy lifting, we kept humans in the loop for nuanced decision-making and oversight for convos that broke the mold.
Picking the right tools
Getting AI into the mix
The team already had a robust toolkit, but they needed a way to seamlessly connect these tools and introduce an AI solution capable of processing calls at scale without compromising quality.
After careful consideration, we integrated Stack AI, connecting it with OpenAI's private API. This combo ensured the perfect balance of security, scalability, and quality, enabling the team to automate call reviews while maintaining their high standards of service.
The automated workflow
With streamlined process, we moved to implementing processes that made the experience better for all involved.
Automated call booking
Cal enabled customers to match with the right team member, optimizing scheduling efficiency for everyone.
Automatic call transcription
Cal-Gong integration captures every conversation, transforming spoken words into actionable text for AI analysis.
Automated routing
We setup Zapier to intelligently parse each call to ensure the right AI prompt is used and tailored to the calls unique context.
AI-powered reviews
With the categorized and transcribed calls, Stack AI could then run the right set of prompts to ensure the call was reviewed for the right items and content.
Packaged up perfectly
The AI would provide a written summary of what or wasn't properly covered in each call and package it up with the call, review, and transcription all linked.
Keeping the human touch
Once all packaged up and sent off, the Customer Success leadership team had all call reviews delivered to them in their platform of choice (Email or Slack) so they could do further review and deliver them with a human touch.
Efficiency meets excellence
Happy clients, happy life
Results tell a story, but the real victory lies in the details.
By entrusting AI with critical call reviews, we empowered the Customer Success team to focus on their core strengths: building relationships.
This shift unlocked more time for strategic thinking, allowing the team to uncover new opportunities for customers. The outcome? A positive cycle of increased customer satisfaction and a more motivated team.
Results
