Case Study: Captain Data doubles ticket resolution efficiency with Guideflow

How Captain Data doubled its customer ticket resolution efficiency

Captain Data, an automation technology SaaS company, faced a scaling challenge with its customer support operations. As their user base grew, support ticket volumes increased and resolution times extended to 48 hours, creating operational inefficiencies that threatened the quality of the user experience and customer satisfaction. They sought a solution from Guideflow to help manage the increasing demand.

Guideflow’s interactive demos empowered Captain Data to create self-service visual guides for its help center, allowing users to solve common issues independently. This implementation slashed average ticket resolution time from 24 hours to under an hour and reduced repetitive questions by 75%. The solution also drove a 20% increase in customer satisfaction and resulted in approximately €180,000 in annual salary savings by avoiding additional hires.

Captain Data

Guillaume Odier

Chief Executive Officer