Case Study: 247Time improves support efficiency with Deskpro

High Volume Support With A Human Touch, Powered By Deskpro

247Time provides a vendor management platform for temporary workers and needed a better way to triage the growing volume of calls and emails as its business expanded. After using Zendesk, the company moved to Deskpro to improve productivity while keeping a human element in customer support.

With Deskpro, 247Time manages up to 300 tickets a day, uses SLA tracking to target a first response within four hours, and relies on reporting to see which organizations generate the most tickets. The team found that about 50% of inquiries were self-service questions, built out its knowledge base, and reduced ticket volume while supporting tens of thousands of users with a relatively small support staff.

247Time

John O’Leary

Head of Information & Compliance