Case Study: Webconnex achieves 75% CSAT and 50% more instant resolutions with Crescendo

Webconnex boosts chat CSAT to 75% with Crescendo

Webconnex, a leading provider of event management solutions, faced the challenge of scaling customer support to handle the intense, fluctuating demand around event launches. Their previous system, which relied on costly peak staffing and an inefficient IVR, struggled to provide fast, 24/7 service. Partnering with Crescendo, they sought a sustainable solution using its Augmented AI platform to manage support spikes without compromising quality or inflating costs.

Crescendo implemented its Augmented AI for online chat and phone support, which was trained on a custom knowledge base to provide event-specific answers. The solution delivered a 50% instant resolution rate, seamlessly handling inquiries and handing off complex cases to human agents with full context. This approach led to a 75% chat CSAT score and enabled Webconnex to achieve 12,000+ more ticket sales year-over-year without requiring additional staff, demonstrating Crescendo's significant impact on both customer satisfaction and business growth.

Webconnex