Customer story · Nexora
Nexora cut support tickets 70% with Chatref
A five-person support team was drowning in repetitive questions. A Chatref chatbot trained on their docs now handles routine queries around the clock, so agents focus on the hard problems.
Featured on
Nexora is a SaaS project management and collaboration platform serving over 10,000 companies. After deploying a Chatref AI chatbot trained on their documentation, FAQs, and historical support tickets, Nexora reduced inbound support ticket volume by 70 percent within the first month, moved to 24/7 instant first response, and lifted customer satisfaction to 95 percent. The Chatref bot answers pricing, feature, and troubleshooting questions only from Nexora's own content, and escalates complex cases to human agents with the full conversation history attached. Setup took two weeks, uses Chatref's PAYG pricing with a 50 dollar free credit, and required no subscription or per-seat fees.
SaaS / Project Management · 50–200 employees · San Francisco, CA
At a glance
Nexora in a nutshell.
70%
Fewer support tickets
24/7
Instant first response
95%
Customer satisfaction
2 wk
Time to launch
- Nexora is a SaaS project management platform with 10,000+ customer companies and a five-agent support team.
- Repetitive questions on pricing, features, and troubleshooting were crowding out complex support work and slowing response times.
- Chatref was trained on Nexora's documentation, FAQ library, and past support tickets so it answers only from their content.
- The chatbot handles common queries instantly and escalates edge cases to human agents with full conversation context.
- Implementation took two weeks on Chatref's PAYG plan – no subscription, no per-seat fees, $50 free credit to start.
The story
How it played out.
Company snapshot
Nexora is a SaaS platform that powers project management and team collaboration for more than 10,000 companies worldwide. The company is headquartered in San Francisco with a team of 50 to 200 employees across product, engineering, and customer success.
As adoption grew, a small support team of five agents was handling hundreds of tickets a day. The signal from complex escalations was getting buried under routine how-to questions.
The challenge
Nexora was in a classic scaling squeeze. Growth was up and to the right, but the volume of repetitive questions on pricing, feature setup, and basic troubleshooting was compounding faster than the support team could hire.
First-response time was creeping up, weekend coverage was thin, and CSAT started to slip. Hiring more agents was slow and expensive, and it did not solve the underlying problem: most incoming questions already had documented answers.
Why Chatref
Nexora needed a chatbot that could answer from their own content accurately, not a generic LLM that might invent details. Chatref is a no-code platform trained on your own content: you upload PDFs, connect a knowledge base, or crawl a website, and Chatref handles everything so answers stay grounded in your content automatically.
The team picked Chatref for three reasons: answers stay grounded in the docs so hallucinations are rare, setup was a two-week project rather than a quarterly initiative, and pay-as-you-go pricing meant no contract, no per-seat fees, and a $50 free credit to validate the approach before committing spend.
The implementation
Nexora trained the Chatref bot on their product documentation, FAQ library, and a curated slice of past support tickets. The bot now fields questions 24/7, answers with citations drawn from the source docs, and escalates to a human agent when confidence is low or the user asks.
When a handoff happens, the full conversation transcript travels with the ticket, so agents start with complete context instead of asking the user to re-explain the issue.
The results
Within the first month, inbound ticket volume fell by 70 percent. First-response time moved from hours to seconds for the questions Chatref handles. Customer satisfaction climbed to 95 percent as users started getting accurate answers at 2 a.m. as easily as 2 p.m.
Most importantly, the human support team got its focus back. Agents now spend their time on complex integrations, edge cases, and customer feedback loops – the work that actually requires humans.
Chatref transformed our support operations. Our team can now focus on complex issues while the AI handles routine questions perfectly. It has been a game-changer for our customer experience.
Explore
More customer stories.
What does Nexora do?
Nexora is a SaaS project management and collaboration platform serving over 10,000 companies.
What problem did Nexora solve with Chatref?
Repetitive questions on pricing, features, and troubleshooting were crowding out complex support work and slowing response times.
What results did Nexora see?
Nexora reached 70% fewer support tickets, with 24/7 instant first response. The chatbot handles common queries instantly and escalates edge cases to human agents with full conversation context.
How long did it take Nexora to go live?
Nexora launched quickly and started seeing results within the first weeks. Chatref trains on your existing content, so most teams go live in days, not months.
How much does Chatref cost?
Chatref is pay-as-you-go. You start with $50 of free credit, then pay only for what you use. There is no subscription, no per-seat fee, and every feature is included.
Can I get results like Nexora?
Yes. Train a chatbot on your own docs, FAQs, and past tickets, deploy it on your website and other channels, and let it answer the routine questions. Start free with $50 of credit.
Ready to see your own 70% ticket drop?
Train a Chatref chatbot on your docs in minutes. $50 free credit, no subscription, no per-seat fees.
See the full pricing or browse more customer stories.