How TechNova Support Solutions achieved efficient workflows

Problem

Support team overloaded with repetitive troubleshooting calls, leading to long response times and unhappy customers. The company was experiencing average wait times of 12-15 minutes for basic issues like password resets and account access. Customer satisfaction was declining, and the support team was burning out from handling 200+ calls daily, with 60% being repetitive Tier-1 issues that didn't require human expertise.

Approach

Ringlyn was integrated as the first-line support agent, handling FAQs, password resets, account troubleshooting, and ticket creation for complex issues. The AI was trained on TechNova's entire knowledge base, product documentation, and common support scenarios. When issues required human intervention, the system seamlessly transferred calls with complete context, ensuring customers never had to repeat themselves.

Outcomes

52% reduction in average call handling time, from 8.5 minutes to 4.1 minutes

40% fewer support tickets escalated to live agents, allowing focus on complex technical issues

Customer wait times cut in half, averaging 2.5 minutes during peak hours

Improved CSAT from 79% → 94%, a 15-point increase in 90 days

First-call resolution rate increased from 68% to 89%

Support capacity effectively doubled without additional hiring

Annual support costs reduced by $320,000 while improving service quality

Ringlyn became our 24/7 Tier-1 support assistant. Now our live agents only handle complex issues, and customers get instant help anytime. The transition was seamless—our team was nervous about AI replacing them, but they quickly realized it was empowering them to do more meaningful work. Customer feedback has been overwhelmingly positive, and our agents are happier too.

— James Sterling, VP of Operations