Case Study: GrowSurf cuts support resolution times by 41% with Cohere

GrowSurf reduces support resolution times by 41% with Cohere

GrowSurf, a provider of referral program software, faced challenges scaling its customer support during a period of high growth. Complex customer issues required phone calls, but the process of transferring from chat to a call was frustrating and time-consuming. This inefficient support experience was causing customer churn, forcing GrowSurf to consider either dropping phone support or hiring additional agents at great cost.

By implementing Cohere's cobrowsing solution, GrowSurf's agents could instantly call customers from their live chat and view their screens with one click, eliminating the need for meeting links or downloads. This integration reduced each interaction's setup time by five minutes, cutting overall support resolution times by 41%. Using Cohere allowed GrowSurf to continue offering personalized support without hiring new agents, which reduced churn and provided a significant competitive edge.

GrowSurf