Case Study: Mention Me automates 78% of support tickets and maintains 96% CSAT with Crescendo

Mention Me automates 78% of support tickets with Crescendo while maintaining 96% CSAT

Mention Me, a SaaS referral marketing platform, faced a challenge scaling its customer support while maintaining its 96% CSAT score. As the company grew, its lean in-house team was overwhelmed by a high volume of tickets from two distinct audiences: its own clients and their end customers. Director of Customer Success Operations Carl Turner needed an AI solution that could handle the increased workload without sacrificing the quality and trust that were central to their business, leading them to evaluate Crescendo.

Crescendo implemented an AI + human model, creating an AI persona named "Charlie" to handle incoming email inquiries instantly. This solution automated 78% of the ticket queue, resolving them without involving Mention Me's internal team. The results were significant: CSAT was maintained at 96%, resolution times dropped to 30 minutes, and there were no customer complaints. By partnering with Crescendo, Mention Me freed its internal team to focus on strategic product improvements while Crescendo reliably managed the majority of customer interactions.

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