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Case Study: iFormBuilder achieves 25% email deflection and boosts support efficiency with Inbenta for Zendesk
A Inbenta Case Study
iFormBuilder - Customer Case Study
iFormBuilder is a flexible, powerful form-building platform used by small businesses and Fortune 500 companies to manage inspections, warehouse workflows, and large-scale data collection. Their technical support team faced a high volume of basic queries that were consuming time that should've gone to complex, high-value customer issues.
By deploying Inbenta for Zendesk—adding natural language search to forum search and an “instant answer” feature—iFormBuilder reduced incoming support emails by 25% within one month. Customers began finding relevant FAQ answers on their own, freeing technical agents to focus on complex problems and effectively adding the capacity of one or two extra support agents.
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