Symplicity’s Journey to Faster, Smarter Support
Symplicity, a global provider of student success software for higher education, has significantly enhanced its customer support operations by implementing Embrace AI. Fully integrated with Zendesk and Jira, Embrace has assisted 35 support agents and 5 managers in efficiently handling over 1,000 tickets weekly. This has led to a remarkable reduction in first reply times from 4 hours to 2.5 hours and an overall ticket closure time decrease of 38%. Additionally, the capabilities of Embrace have improved accuracy and efficiency, resulting in a boost in support ticket CSAT scores from 88% to 100% within just three months.
The benefits of Embrace extend beyond operational efficiency.
The tool has empowered Symplicity’s support staff, transforming every agent into a tier 2 (senior) agent overnight by providing clear and accurate guidance. This has not only improved employee engagement and satisfaction but also opened new career growth opportunities, such as senior agents expanding their efforts into sales calls. The company has managed to grow its client base without increasing headcount, thanks to Embrace’s ticket deflection capabilities. Symplicity’s commitment to innovation and the strong partnership with the Embrace team have been key factors in achieving these impressive results.
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