Embodme, instrument maker, 4 people and 2 contractors
Customers get answers twice as fast.
Embodme makes the Erae instruments with four people and two contractors. An agent reads every customer message first, with the manuals, the orders and four years of past tickets. The team approves the reply.
Written by Mathieu Frohlich, who founded Embodme and built Liaison2×
faster first reply: 20 hours, down from 41.
61%
of tickets solved in one reply, up from 45%.
−46%
time to solve a ticket: 70 hours, down from 129.
Subscriptions cancelledAbout €3,000 a year saved.
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Boxtal stays. We just stopped buying labels one by one on its website.
“Support used to eat my days. Now customers get better answers than I used to write, and I spend my time on marketing and sales.”