Case Study: Avero reduces support ticket resolution time by 60% with Pendo Session Replay

Avero reduces support ticket resolution time by 60% with Pendo Session Replay

Avero provides digital solutions and insights for restaurant and hospitality operators, helping them manage everything from server performance to labor allocation. But when customers submitted support issues, they often lacked technical detail, forcing Avero’s team to spend time digging through analytics and exchanging multiple emails to understand the problem, which could delay resolution into the next business day. Pendo Session Replay helped Avero by giving support agents a clear view of exactly what users experienced.

With Pendo Session Replay, Avero’s support team could quickly review customer interactions, identify the root cause without extra back-and-forth, and resolve issues faster. The result was a 60% reduction in support ticket resolution time, improving both support efficiency and customer experience.

Avero

Lauren Lathrop

Senior Manager of Customer Support