Case Study: Smartsheet achieves 12% iCSAT growth and 60% efficiency gains with Level AI

Smartsheet boosts iCSAT by 12% and efficiency by 60% with Level AI

Smartsheet, an intelligent work management platform, faced challenges in gaining quantifiable insights from customer support interactions. Their team struggled with manual processes, blind spots in account risk, and an inability to provide concrete data to product teams, often relying on anecdotes rather than facts. To address this, they turned to Level AI for its Voice of the Customers and AutoQA solutions.

By implementing Level AI, Smartsheet automated quality assurance and unified customer insights across teams. The solution enabled them to quickly identify and fix product issues, such as a time zone confusion on a booking page. Level AI delivered significant results, including a 12% increase in internal customer satisfaction scores and a 60% gain in contact center efficiency, ultimately allowing the company to make data-driven decisions.

Smartsheet