Case Study: Thumbtack achieves 640% ROI and 5-minute triage with AnswerIQ Triage

Thumbtack Nets 640% ROI with Intelligent Triage Application

Thumbtack, a rapidly growing local services marketplace, faced scalability issues in customer support: a nine-agent manual triage team handled ~80,000 contacts per month, with ticket categorization taking one to three hours and causing backlogs, SLA misses, and weakened CSAT. To replace manual categorization with intelligent automation, Thumbtack partnered with AnswerIQ and implemented the AnswerIQ Triage solution.

AnswerIQ deployed AnswerIQ Triage to automate real-time ticket classification, cutting triage time from up to three hours to five minutes, eliminating up to 20,000 spam tickets per month, and delivering a 640% ROI and 60% cost savings on categorization. The automation removed routing delays, reduced the need for seasonal hiring, and allowed eight triage agents to be promoted (one to live chat), materially improving SLAs and the customer experience.

Thumbtack

Mike Barnett

Director of Correspondence Support