Case Study: Sphera achieves 47% faster ticket close times and instant customer support with Olark

How Sphera’s Customer Care team receives glowing reviews from customers by using Olark to help customers instantly

Sphera Solutions, a global leader in integrated risk management software serving over 3,000 customers, set out to “delight” users by delivering instant, personalized support across its Sphera Customer Network (SCN). To uphold this customer‑first philosophy and handle a fast‑growing, global user base, the Customer Care team needed a way to be with customers the moment they arrived on the portal and provide real‑time, 24/7 assistance.

Sphera implemented Olark live chat (integrated via API) with features like transcripts, reporting and cobrowsing to personalize interactions and resolve issues faster. The result: average inbound chat responses of 10–15 seconds, a 47% reduction in average ticket close time, and consistently positive customer feedback describing the team as responsive, prompt and excellent.

Sphera

Joni McHugh

Vice President