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Case Study

How a Fortune 50 SaaS Provider Improved NPS by 19% in 5 Weeks


The Fortune 50 SaaS provider is on a mission to power prosperity around the world. Their intuitive web, mobile, and cloud solutions generate more money, more time, and more confidence for 50 million people globally. The SaaS provider has continuously innovated on their path to realizing this mission. For the SaaS provider, leveraging AI to unlock efficiencies is core to improving their customer experience. They sought to create an easier and more efficient customer care solution for their customers and their business. This meant transitioning to online chat and arming their Customer Care team to handle more customer conversations. Cresta’s real-time intelligence platform helped the SaaS provider quickly transition to chat messaging and effectively handle the influx of chat volume that comes with the transition from phone to chat. Within the first month of use, Cresta was able to drive a 13.9% reduction in average handle time (AHT), a 19.1% improvement in Net Promoter Score (NPS), and a 13% increase conversation capacity by 13%.
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