Case Study: Interlaced boosts CSAT with Thread

How Thread Helped Interlaced LA Improve Customer Satisfaction by Meeting Users Where They Are

Interlaced LA, an IT services managed service provider, faced challenges with legacy support channels like email, which led to poor communication and low customer satisfaction scores. Their multi-year search for a scalable chat solution ended when they implemented Thread's Inbox, Messenger, and Workflow products to better meet their users' needs.

Thread provided a deeply integrated chat solution that connected with Interlaced's existing systems, enabling real-time, nuanced conversations. This resulted in quantifiable wins for Interlaced, including nearly immediate response times, more one-touch ticket resolutions, and a significant boost to their overall CSAT score, which now consistently hovers at 98% or above.

Interlaced

Evan Dumouchel

Vice President of Operations