Case Study: Campaign Against Living Miserably reduces queue times and scales support with Futr

Campaign Against Living Miserably - Customer Case Study

Campaign Against Living Miserably (CALM) needed a better way to support the growing number of people using its helpline and webchat, especially outside service hours and during peak queues. Futr provided its Automate, Live Chat, and Surveys products to help CALM direct resources to those most in need, offer 24/7 access to information, and reach users on the channels they already use.

Futr implemented a no-code chatbot and NLP/ML-driven decision trees, integrated with CALM’s existing live chat, to handle FAQs, guide users to relevant support, and seamlessly hand over to live agents when needed. In the first 12 months, CALM saw a 73% reduction in queue time, supported 24,000+ webchat users, handled 53,900+ questions and 630,000+ messages, achieved a 1.1-second average response time, and saved £314,237.

Campaign Against Living Miserably

Simon Gunning

Chief Executive Officer