Case Study: Ask.com achieves 60% fewer support tickets and 5x faster responses with Parature

Ask.com Responds to Customers with a Complement of Self-Service Convenience and Personalized Care

Ask.com, a top-ten U.S. internet site with about 100 million monthly visitors, needed a better way to give users quick, easy access to answers while still delivering personalized customer care. Its legacy CRM made updates slow, produced impersonal responses, and left users submitting large volumes of repetitive support tickets because articles were hard to find and out of date.

By moving to Parature, Ask.com rebuilt an in-site knowledgebase with fast updates, auto-suggest search and mobile access, enabling more effective self-service and more personal responses when needed. The change cut repetitive tickets by 60%, reduced average response time from 8 to 1.5 hours (handled by a single agent), drove thousands of monthly KB pageviews, and boosted engagement metrics like Hall of Fame email response rates from ~35% to 90%.

Ask.com

Eric McKirdy

Customer Relations & Support Manager