Case Study: ClickFunnels achieves 80% support automation and $2M+ annual ROI with Directly

ClickFunnels Automates 80% of Support Inquiries with an Intelligent Virtual Agent

ClickFunnels, the fast-growing software platform founded in 2014 that scaled from $0 to $100M in three years, faced support overload as customer contacts surged. A basic chatbot that only suggested knowledgebase articles proved insufficient and fragmented workflows, forcing continued hiring and leaving the team searching for a single, scalable customer messaging solution.

Partnering with Directly, ClickFunnels deployed a managed virtual agent integrated with Zendesk plus an Expert Answers routing layer. The AI-driven agent serves expert-written responses and KB articles or escalates to human product experts when needed, delivering 55% bot containment in month one and 80% combined automation, while achieving 90%+ CSAT and an estimated >$2M ROI in year one.

ClickFunnels

Mark Bangerter

Director of Customer Support