How Nexora Reduced Support Tickets by 70% with ChatRef
70%
Reduction in Support Tickets
24/7
Instant Support Coverage
95%
Customer Satisfaction Rate
The Challenge
Nexora was experiencing rapid growth, but their support team was overwhelmed with repetitive questions about pricing, features, and basic troubleshooting. Response times were increasing, and customer satisfaction was declining.
With a small support team of just 5 agents handling hundreds of tickets daily, they needed a scalable solution that could provide instant, accurate responses while maintaining the quality of their customer service.
The Solution
By implementing ChatRef's AI chatbot, Nexora trained the system on their documentation, FAQs, and support history. The bot now handles common queries instantly, escalating complex issues to human agents only when necessary.
The implementation took just 2 weeks, and within the first month, Nexora saw a dramatic reduction in support ticket volume, allowing their team to focus on more complex customer needs and product improvements.
The Results
The impact was immediate and substantial. Not only did support tickets decrease by 70%, but customer satisfaction scores increased as users received instant, accurate answers to their questions at any time of day.
"ChatRef transformed our support operations. Our team can now focus on complex issues while the AI handles routine questions perfectly. It's been a game-changer for our customer experience."
Sarah Johnson
Head of Customer Success, Nexora