Case Study: Contently scales support without adding headcount with Kayako

Contently cuts first response time 98% with Kayako

Contently, a two-sided marketplace serving enterprise brands and over 165,000 freelance creators, faced an unsustainable support challenge. Their single support team was overwhelmed by the vastly different needs of these two user bases, leading to long response times of 6-8 hours. The high volume of repetitive freelancer queries about payments and assignments was preventing agents from adequately serving complex enterprise client needs. To address this, they turned to vendor Kayako and its AI agent, Kay.

Kayako's solution involved deploying Kay to autonomously handle the high-volume, low-complexity freelancer tickets. The AI agent was integrated via API without disrupting existing workflows and eventually expanded to assist with enterprise queries. This implementation resulted in Kay autonomously resolving 68% of tickets, slashing the average first response time to just 91 seconds, and improving CSAT by 24%. Most significantly, Kayako enabled Contently to scale its support for 40% user growth without adding any new agents, avoiding an estimated $1.8M in support costs.

Contently