Why Softorino Chose CoSupport AI Over Six Competitors
We implemented two AI-powered assistants — CoSupport Agent and CoSupport BI — into Softorino’s operational processes and succeeded in enhancing support, marketing, and HR teams’ performance.
CoSupport AI’s Tasks
Softorino was in search of opportunities to implement AI through as many operational processes as possible to speed them up and enhance performance.
The creation of the foundation for quick and easy scaling up of the support team in response to the growing number of user requests.
The Client’s Profile
Softorino is a software development company specializing in development of apps for macOS & Windows, including file managers and converters, data transfer tools, desktop customizers and optimizers, and streaming tools. The company’s innovative solutions have resonated with users globally, accumulating over 15 million downloads.
Country: USA
Industry: Software development
Integration time frame: January 12, 2024 — March 1, 2024
Client Challenges
The biggest challenge was to build a solution that ensured high response accuracy. This contrasts with the six other solutions from different developers, which were deemed by Softorino to be hallucinating.
Challenge #1
The CoSupport Agent implementation not only for Zendesk
emails (a more typical task) but also for Zendesk chats.
Challenge #2
CoSupport BI tailoring
to the task of content SEO optimization.
Challenge #3
CoSupport BI tuning for
decision-making and choosing the best candidates after CV
analysis.
Implementation: Solutions and Features
Features: AI-based response suggestions in emails and chats.Solutions: CoSupport Agent* integration with Zendesk.* CoSupport Agent is an AI assistant for the creation of response suggestions for customer support agents that integrates with a CRM system, such as Zendesk.
Results
CoSupport AI solutions delivered significant improvements in KPIs and optimized the budget
Customer support
Reduced costs (monthly): ~$2500
Resolved tickets — 30%↑ increase.
Ticket first response time — 45%↓ decrease.
Ticket full resolution time — 53%↓ decrease.
Learn more about CoSupport Agent →
Marketer / HR
Reduced costs (monthly): ~$2700 (Marketing) / ~$1900 (HR)
According to the survey based on Marketing and HR teams’ feedback :
78% use CoSupport BI on a daily basis;
33% can’t imagine their workflow without AI;
44% estimate that CoSupport BI saves them 8-10 hours a week;
89% use CoSupport BI to complete the majority of tasks and reported accurate AI performance.
Learn more about CoSupport BI →
Client’s feedback
CoSupport Agent / Support Team Lead
It is a pleasure to see how quickly AI handles support requests. The biggest benefit for our team is that we managed to reduce the first response time by around 40% and the full ticket resolution time by 50%. I can also see that we started getting more positive feedback from our customers about the speed of the support team, which is exactly what we wanted to achieve with AI. The solution became the integral part of our support workflow, and the team finds it very helpful, especially for resolving recurring questions our customers have.
Client’s feedback
CoSupport BI / Marketing Specialist
Initially, we used Chat GPT for repetitive marketing tasks, such as writing social media posts and emails. However, the AI didn’t always work correctly, so I had to proof-read the results and modify around 20-30% of the generated content. My experience with AI has changed significantly after the switch to CoSupport BI — I rarely modify the generated content, since the AI provides me with great content in 95% of cases now.
Client’s feedback
CoSupport BI / HR Specialist
It is hard to imagine my work without CoSupport BI now. The AI is connected to our internal systems, so instead of jumping from one spreadsheet to another, switching between the admin panels and compiling all data, I can just send a query to AI. It saves a vast amount of time. The ability to analyze all our candidates and team members within seconds, while we store data on them on different platforms, is impressive. I think I make informed decisions 3 times faster now.
Summary and Next Steps
The implementation of CoSupport Agent and CoSupport BI at Softorino has proven highly successful, significantly enhancing the performance of support, marketing, and HR teams. Notable outcomes include a 30% increase in resolved tickets, 53% faster ticket full resolution time, and substantial cost savings across departments.
Given these impressive results, Softorino is considering further collaboration with CoSupport AI to implement CoSupport Customer. This AI-powered assistant aims to further optimize customer interactions, providing an even more seamless and efficient customer service experience.
Learn more about CoSupport Customer →
