CASE STUDY
Webconnex grows sales without scaling CX support costs.
A leading provider of event management solutions needed a sustainable way to scale customer support as event dates neared and inquiries surged.
Project Overview
Webconnex partnered with Crescendo to put AI to work, relieving their support bandwidth, and their budget.
Webconnex, a leading event management provider, struggled to scale customer support for fluctuating demand during event cycles. Their traditional approach, reliant on costly peak staffing and ineffective IVR systems, couldn’t keep pace with growing inquiries, especially for large events like the Albuquerque International Balloon Fiesta.
Crescendo’s AI-driven CX platform transformed Webconnex’s support system. With AI-powered chat and voice assistants, the platform provided instant, empathetic resolutions for most inquiries while seamlessly handing complex issues to human agents with full interaction context. This reduced strain on staff and improved efficiency. Crescendo’s ability to quickly customize and deploy solutions allowed Webconnex to handle surges without additional staffing.
Crescendo’s AI-driven CX platform transformed Webconnex’s support system. With AI-powered chat and voice assistants, the platform provided instant, empathetic resolutions for most inquiries while seamlessly handing complex issues to human agents with full interaction context. This reduced strain on staff and improved efficiency. Crescendo’s ability to quickly customize and deploy solutions allowed Webconnex to handle surges without additional staffing.
Results
Chat CSAT
75%
Ticket Sales YoY
+12k
Instant Resolutions
+50%
The results were significant: a 75% customer satisfaction rate with chat support, a 50% improvement in instant resolutions, and 12,000+ additional ticket sales year-over-year. Crescendo's real-time insights also enabled trend monitoring and informed staffing decisions. Attendees received personalized, 24/7 multilingual support, enhancing satisfaction and loyalty. Crescendo’s scalable platform allowed Webconnex to deliver exceptional service, attract more clients, and grow their business, solidifying their industry leadership while enabling their team to focus on creating outstanding event experiences.
"Before Crescendo, scaling our customer support to match the flow of our events was a constant struggle. Now, we have a solution that can adapt as quickly as our needs change."
Eric Knopf
CEO, Webconnex
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