Case Study: NIMA achieves 97% customer satisfaction with Crescendo's AI + human CX platform

Nima achieves 97% CSAT with Crescendo

NIMA, a company providing portable gluten detection devices for people with celiac disease or gluten sensitivity, faced the challenge of building a high-trust, high-accuracy customer support system from scratch after a product relaunch. The existing system was unstructured and resource-constrained, and the high-stakes nature of the product demanded 24/7 coverage with clear explanations and reliable escalation paths for complex issues. They needed a flexible solution to avoid large upfront investments in a dedicated support team and turned to the vendor Crescendo for assistance.

Crescendo implemented a solution combining its AI assistants for chat, email, and voice with trained human specialists. This hybrid model allowed AI to handle the vast majority of customer inquiries instantly, escalating only five to six complex cases per day to humans. The results for NIMA were significant, achieving a 97% customer satisfaction rate and a 71 Net Promoter Score. The Crescendo platform also provided valuable insights that directly informed product app improvements and shipping model changes, allowing support to scale effectively without a large internal team.

Nima