Case Study: Dynamic Quest boosts client NPS and first-contact resolution with Thread AI service desk

Dynamic Quest boosts chat to 30% of tickets and raises NPS to 45 with Thread

Dynamic Quest, a managed service provider (MSP), faced a challenge with inefficient support channels. With 70% of tickets arriving via vague emails and 30% through a rigid phone IVR, technicians struggled with first-contact resolution, leading to negative client sentiment. The vendor Thread provided an AI service desk solution to address this low-context ticket intake.

Thread's AI chat and triage solution, integrated with Microsoft Teams and Autotask, automated categorization and prioritization. This implementation by Thread boosted Dynamic Quest's client NPS from negative to 45, increased chat ticket volume to 30% of all requests, and achieved first-contact resolution rates of 60-65% for chat-heavy clients, significantly reducing manual work for technicians.

Dynamic Quest