One of the main metrics that always comes up is cost per ticket. What is our cost per ticket? Why is it so high? Can’t we work quicker through these issues? Why are our agents dealing with these issues? 

Customer support is always seen as a cost

Listen, we get it. Customer support is always seen as a cost center and the first department where cuts are made. Is it fair, not in my opinion but, that’s for another day.

$13 for B2B companies and $7 for B2C companies

According to Harvard Business Review Article: Kick Ass Customer Support, Ticket costs can be as high as $13 for B2B companies and $7 for B2C companies. That is a big number when you look at the high volumes of tickets companies continue to turn out. What is more surprising is most people would rather not have to reach out to an agent. 

All over the place, people are choosing self serve options everywhere they can. You check-in for flights on your phone. You can order delivery right to your house. You can even go to mcdonald’s and order from touch screen kiosks bypassing the counter! 

At the end of the day, people are searching for those self serve options. Over 80% of people would rather get to a solution without talking to anyone. 

Using this research, we decided to build Carin. The chatbot to help lower your customer support costs in the first month. 

Once she is live, she can access your entire knowledge base instantly and if anything comes up that she doesn’t know, she will store it for later so she can be trained. 

Not only is the most affordable agent you will have, she will be easily trained. 

If you are serious about helping your customer support team lower your costs, you’ll want to take Carin for a spin. 

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Ten ways an AI Support Bot will improve your customer experience

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Mainstream media has left little doubt that AI has a strong future in the often repetitive world of customer support.  One of the primary implementations of early AI is in the form of chatbots or chat assistants, and with good reason.  On average, a well planned support chatbot can save companies millions by reducing tier one requests alone.However, there are a number of other ways that adding ... Continue

Scott Miller

Carin - The Real "Support" MVP

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4 Ways Carin Changes the Support Game1. Handle Tier 1 questions and issuesOnce she learns about your product or service, Carin will be your top tier one rep, successfully resolving 50-90% of customer questions.  She has the ability to go deep and uses machine learning to go well beyond simply suggesting knowledge base articles.  She can even be connected to external APIs to answer really tough ... Continue

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Streamline Your Support Effort With AI Chat Bots

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One thing that really annoys me is when I hear “Please enter your account information to help you support rep be as helpful as possible” and then the support rep asks me for all of the account info!Seriously, don’t waste my time having me enter everything if you are just going to ask for it after the fact. This is frustrating and seriously mundane for support reps as well.“Was that 5”“No it’s 9... Continue

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Shorten Your Support Queues

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Do you love to wait in lines? If you're like most people, I am guessing that answer is no. Well the same goes for your customers. Whether it is waiting for that product they ordered or waiting for someone to help them out, it's easy for them to get annoyed with your company if their wait is deemed too long. That’s one of the reasons Amazon decided to offer 2-Day shipping on as many items as pos... Continue

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This is the official blog of Helpy, the open source helpdesk platform.