Case Study: Sticos automates 41% of support inquiries with HubSpot's Customer Agent

Sticos automates 41% of support inquiries with HubSpot

Sticos, a compliance software company within the Visma ecosystem, faced a critical challenge as its growth began to outpace its support model. A high volume of simple, repetitive support questions consumed significant human time, slowing down the ability to provide fast answers to accounting professionals who had their own clients waiting. This pressure was set to intensify with the acquisition of a new product line and 15,000 additional support tickets. Using HubSpot's Customer Agent, Sticos sought to automate these inquiries to free its team for more valuable work.

HubSpot's solution involved deploying its Customer Agent, starting with chat embedded in products and a robust knowledge base, and then extending it to handle high-volume email inquiries. The results were transformative: Customer Agent now handles 41% of all incoming support and achieves a 91% chat deflection rate. This automation allowed Sticos to absorb the new product line without additional hiring and enabled its human team to shift from reactive ticket clearing to proactive customer success work, ultimately providing faster results for end-clients.

Sticos