Case Study: Canix achieves 47% higher first-contact resolution with Cohere

Canix boosts first-contact resolutions by 47% with Cohere

Canix, an ERP platform for cannabis companies, faced significant challenges in its customer support function. Their team struggled with inefficient troubleshooting, lengthy back-and-forth communications, and the use of multiple third-party apps for screen sharing, which frustrated customers and led to slow resolution times. They needed a friction-free way to manage customer interactions to improve their service.

By implementing Cohere's cobrowsing platform, Canix gained an all-in-one solution for customer engagement. The tool provided one-click access to customer screens with zero setup, allowing reps to visually guide users and resolve issues quickly. This resulted in a 47% increase in first-contact resolutions, saved the support team 15 hours per week, and boosted customer satisfaction to 96%. Cohere dramatically improved the efficiency and effectiveness of Canix's support operations.

Canix