Case Study: Global Enterprise Software Company improves customer experience with Grammarly Business

How an Enterprise Software Company Uses Grammarly Business to Champion the Customer Experience

Global Enterprise Software Company needed a better way to support a customer base of 1,000+ while improving customer experience metrics like NPS. As a globally distributed team, it wanted a scalable way to strengthen soft skills such as empathy, clarity, and tone in customer support communication, and it turned to Grammarly Business to help.

Grammarly Business implemented real-time writing coaching for the support team, including tone detection, spelling suggestions, and analytics to track progress over time. After six months, the company reported overall quality scores of 72%, a 15% improvement in clarity in the first quarter, faster ticket resolution, and more friendly customer communication, helping improve the customer experience and support NPS.