Support tickets down 55%

What was not working

Support answered the same questions every day: how to open a shift, how to fix a receipt, how to connect a scanner. The queue grew with every new customer, and the team was hiring to keep up.

What we did

1. 01Counted the tickets by reason and found that a third of them came from two screens in the product.
2. 02Fixed those two screens, which removed the question instead of answering it faster.
3. 03Added short answers inside the product at the point where people get stuck.
4. 04Put an assistant on the remaining repeat questions, with a handover to a person when it does not know.

Published with written permission from the client, who asked not to be named. That is why the business is described by industry and location rather than by its name, and why every number here carries the system it came from.