Healthtech

Helixa cleared its support backlog and lifted CSAT by four points.

Helixa

·

480 employees

·

Support Agent

68%

faster first replies

Our backlog went from 400 tickets to zero in a week. The team finally works on the hard problems.

Elena Ruiz

The challenge

A 400-ticket backlog and a support team stuck answering the same questions.

The solution

The Support Agent took on the top 20 intents with human approval, then auto-sent the safest ones.

The results

  • 68% faster first replies

  • CSAT up 4 points

  • Backlog cleared in 7 days

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