Case Study: Prolific speeds up ticket resolution and agent onboarding with Pythia

How Pythia helps Prolific with new agents onboarding and faster ticket resolution

The customer, Prolific, a software research company, faced challenges in onboarding new support agents and resolving tickets faster. They needed a more effective way for agents to learn and use macros within their Zendesk platform. Their vendor, Pythia, provided a solution using its Advanced Macros application to address these needs.

Pythia's solution gave agents an efficient tool for ticket resolution and significantly streamlined the new agent onboarding process. The implementation improved the capacity, speed, and quality of customer support, leading to better general KPIs and an improved CSAT score. Prolific specifically found Pythia's search function invaluable for helping agents navigate their library of over 250 macros.

Prolific

Charley Roberts

Support Analyst