Case Study: Calendly enhances customer support efficiency with Contentsquare Conversation Intelligence

Calendly cuts average handle time by 3 minutes with Contentsquare

Calendly, a leading online scheduling platform, faced challenges in its large, fully remote customer support team. They needed to replace an outdated Quality Assurance tool and sought an AI-powered solution to improve efficiency, gain better customer insights, and enhance agent consistency. They selected Conversation Intelligence, powered by Loris from Contentsquare, to address these needs.

By implementing Contentsquare's Loris platform, Calendly utilized its CoPilot agent assist, Quality Assurance, and Voice of the Customer features. The solution delivered significant results, including reducing average handle time by three minutes (a 23% cost reduction per case), automating manual tagging and summarization to save agents time, and providing accurate data to quickly identify emerging product issues. Contentsquare enabled Calendly to make more data-driven decisions and greatly improve its customer support operations.

Calendly