Case Study: Global BPO Improves Customer Satisfaction and Efficiency with Grammarly Business

How a Global BPO Improved Customer Satisfaction by 17% With Grammarly Business

Global Business Process Outsourcing (BPO) Company, a global customer support provider serving millions of end customers across multiple industries, struggled with complaints about communication quality and professionalism, especially as many agents were non-native English speakers. To improve customer experience and reduce client penalties, the company looked for a better way to help agents write clear, polished responses.

The company implemented Grammarly Business for 250 customer service agents to improve spelling, grammar, syntax, and tone in support tickets and canned-response edits. With Grammarly Business, Global Business Process Outsourcing (BPO) Company reduced tickets with spelling or grammar issues by 74%, increased tickets responded to per hour by 22%, lowered contacts per ticket by 12%, and improved CSAT by 17%—delivering better service quality and higher productivity.