Case Study: RateMyAgent Cuts Support Calls by 66% with CloudTalk

Cutting Support Volume by 66% for RateMyAgent’s Customer Experience Team

RateMyAgent, a global digital marketing platform for real estate professionals, was struggling with unreliable phone systems, poor support, and clunky setups that made it hard for a distributed CX team to manage calls across time zones. After testing other tools, the company chose CloudTalk and its AI Conversation Intelligence, along with HubSpot integration, call routing, recordings, mobile/desktop apps, and SMS support.

Using CloudTalk, RateMyAgent analyzed call summaries, topic trends, and sentiment to uncover confusion after a new feature launch, then updated help-center content and clarified email messaging. The result was a 66% reduction in feature-related support calls in just three weeks, a 25% drop in related chat and email queries, and about 4 hours of support time saved; CloudTalk also helped drive more targeted coaching and better self-service.

RateMyAgent

Madeline Moloney

Customer Experience Manager (Global)