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

Webconnex delivers exceptional event support at scale

Webconnex, a provider of event management solutions, faced the challenge of scaling their customer support to handle the extreme fluctuations in demand surrounding event launches. Their traditional IVR system was ineffective, and staffing for peak volumes was costly and unsustainable. They partnered with Crescendo to implement its Augmented AI platform to manage these surges without compromising service quality.

Crescendo deployed AI-powered chat and voice assistants to provide instant, empathetic, and event-specific answers, resolving 50% of inquiries without human intervention. This resulted in a 75% chat customer satisfaction score and allowed human agents to focus on complex issues. The solution enabled Webconnex to support a year-over-year increase of 12,000+ tickets without additional staffing, driving significant revenue growth and solidifying their industry leadership.

Webconnex

Eric Knopf

Co-Founder