Case Study: NRTC (National Rural Telecommunications Cooperative) reduces help desk tickets by 50% with JumpSeat

JumpSeat Reduces NRTC’s Help Desk Tickets by 50%

NRTC (the National Rural Telecommunications Cooperative) faced an unsustainable support and training problem: its channel partners were overwhelmed by incoming support tasks while onboarding at least 15 new sellers a year, and training relied on quickly outdated, manual PowerPoint screenshots. After trying other solutions that were costly or required HTML skills, NRTC turned to JumpSeat for digital adoption and in‑app guidance tools integrated with its internal help desk.

JumpSeat implemented automated, in‑app tutorial guides so support agents can generate step‑by‑step links (instead of generic PDFs) that let resellers self‑service 24/7, cutting hand‑holding from minutes to seconds. The JumpSeat integration has halved NRTC’s help desk volume, with JumpSeat now supporting 770 users (72 unique partner users monthly) and helping manage roughly 1,800 support tickets per month through ticket‑type analysis and targeted guides.

NRTC