✗ 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.
Cohere 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.
✓ 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.