Case Study: SketchUp achieves faster, more consistent customer support with TextExpander

SketchUp saves 20–25 hours per support agent each month with TextExpander

SketchUp, a subsidiary of Trimble, faced a challenge in managing the high volume of customer support tickets from its large user base. Their previous forum-based approach was inefficient and impersonal, forcing customers to search for answers and leaving the small support team overwhelmed. To streamline operations and improve customer satisfaction, they implemented TextExpander.

Using TextExpander, SketchUp's support team created a shared library of text snippets to quickly and consistently answer inquiries. This solution saved an estimated 20-25 hours per month per agent, which equated to over 2,160 total hours saved annually, effectively eliminating the need to hire an additional employee. TextExpander also helped SketchUp achieve an above industry-average Net Promoter Score by enabling faster, more personalized support and served as a central knowledge base that accelerated new hire training.

SketchUp