Case Study: PipelineDeals achieves 51% fewer support tickets and 87% fewer live chats with AnswerDash

PipelineDeals Reduces Support Tickets by 51% and Live Chats by 87%

PipelineDeals, the sales productivity and CRM platform, wanted a better way to surface support content and help customers self-serve repetitive questions. Before using AnswerDash, the company relied on Zendesk and Olark for assisted support, which required significant staffing and left much of its knowledge base undiscovered.

AnswerDash implemented a self-service Q&A layer integrated with Zendesk and Olark, publishing initial questions and using analytics to surface the most useful content. Just three weeks after launch, PipelineDeals saw a 51% reduction in repetitive support tickets and an 87% drop in live chats, while freeing agents for higher-value conversations.

Pipeline

Martin Sachs

VP of Operations