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Customer Story
How GrowSurf Reduced Support Resolution Times By 41% Using Cohere
GrowSurf helps B2C and B2B tech companies automate customer acquisition with their referral program software. By making it easy to bring in word-of-mouth referrals, companies can drive organic growth on autopilot.
Challenges
 GrowSurf was deciding between dropping their phone support program, or expanding their support team by hiring additional agents.
 Customer issues tended to be complex, requiring a phone call. Jumping from a chat to a call was frustrating and time consuming.
 Every interaction required at least 5 minutes to send over a meeting link, debug audio issues, and walk the customer through screensharing.
 It was no longer time-effective to talk to every customer, and the support experience was causing churn.
SolutionsCohere dramatically reduced the friction needed to support customers by enabling GrowSurf to:

 Instantly call customers from their existing live chat solution without any meeting links, scheduling, or downloads.
 See customers’ screens without any effort from their end, and take control of their session with 1 click.
 Provide support in a privacy-first manner by limiting agent access to the GrowSurf dashboard and filtering out sensitive information.
Results
 Eliminated 5 minutes of setup time for every customer interaction, cutting support resolution times by 41%.
 Implemented Cohere into the GrowSurf site in just a few minutes, and saw ROI in the first hour.
 Allowed GrowSurf to continue offering personalized support without needing to hire additional agents.
 Improved customer understanding by guiding them through complex workflows.
 Reduced churn by making it possible to build personal connections with customers.
Cohere solved a big problem for us. It lets us offer scalable phone support to our customers, so we can focus on making people happy rather than dealing with technical issues.— Kevin Yun, Co-Founder, GrowSurf
The Problem
Scaling live support while experiencing high growth
After experiencing several months of high customer growth for their SaaS platform, GrowSurf was running into issues with scaling live support. Customer issues tended to be complex, requiring a phone call, and transferring from a chat to a call was a frustrating and time consuming process.
“We were swamped by customers reaching out with support requests every day, and nobody is happy with us saying no to a phone call. And if we can't help our customers, they'll end up churning.”
— Kevin Yun, Co-Founder, GrowSurf
Effectively supporting every customer was no longer possible, and customers were churning as a result of unresolved issues. Kevin and his team were considering dropping their phone support program or expanding their support team by hiring additional agents – which came with high costs, either in terms of customer retention or financial lift.
The Solution
Enabling one-touch resolutions with zero setup time
Cohere's platform has dramatically improved GrowSurf's support process by reducing the friction needed to support customers. Agents can now instantly call customers from their existing live chat solution without any meeting links, scheduling, or downloads.
“Using Cohere with a customer is super easy. I just search for their name, and I can see what they're seeing on GrowSurf and hop on a call with them.”
— Kevin Yun, Co-Founder, GrowSurf
Cohere also lets GrowSurf's agents see customers’ screens without any effort from their end, and take control of their session with 1 click – enabling them to resolve issues without the time-consuming process of setting up a screenshare or requesting screenshots.
It took just a few minutes for Kevin's team to fully set up Cohere, and they were immediately able to start supporting customers in a privacy-first manner by limiting agent access to the GrowSurf dashboard and filtering out sensitive information.
“It took just a few minutes to install Cohere on our site, and we saw the value almost immediately. It’s the first software where I’ve entered my credit card info within the first hour of using it.”
— Kevin Yun, Co-Founder, GrowSurf
The Result
A scalable way for offering personalized live support
GrowSurf's process for supporting customers now looks very different. With Cohere, Kevin's team was able to skip 5 minutes of setup time for every customer interaction – reducing support resolution times by 41%.
“Cohere easily eliminates 5 minutes of setup time on every customer interaction, cutting our support resolution times by 41%.”
— Kevin Yun, Co-Founder, GrowSurf
As a result, GrowSurf can continue to offer personalized support without needing to hire additional agents. Customers' understanding of the GrowSurf product also improved after agents were able to seamlessly guide them through complex workflows without any interruptions and back-and-forths.
Most importantly, Kevin and his team was able to reduce churn and stay focused on making people happy by building personal connections with their customers.
“We previously didn’t have the time or resources to offer high-quality support while still being able to talk with every customer. Cohere has given us a huge competitive edge.”
— Kevin Yun, Co-Founder, GrowSurf
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