Case Study: JustPark achieves 40% lower contact ratio and 15% higher CSAT with Solvemate

How JustPark decreased their contact ratio by 40%, while improving CSAT

JustPark, a leading UK parking marketplace used by over 3.5 million customers, needed to provide instant, 24/7 support to time-pressured drivers and sustain high CSAT while scaling operations. To tackle repetitive queries and improve response times, JustPark partnered with Solvemate and implemented Solvemate’s chatbot across their website.

Solvemate delivered a fast, 1.5-day onboarding and a customizable chatbot integrated with JustPark’s Zendesk via API and Chat, using dynamic forms for tasks like reporting misuse or merging accounts and allowing seamless handover to human agents. The deployment cut contact ratio by 40%, reduced missed chats by 73%, sped resolution time by 86%, achieved a 76% self-service rate and 22-second time-to-solution, and raised CSAT by 15%.

JustPark

Mike Miner

Head of Customer Support