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1,200 teams, and nobody added a seat.

The numbers below are self-reported and unglamorous, which is the only kind worth printing. The stories behind them are more useful than the averages.

Case studies

Three teams, in detail.

Dew on meadow grass at first light 900 tickets cleared in nine days Fernwood Home goods How Fernwood cleared a 900-ticket backlog in nine days A nine-person support team went into December with nine hundred unanswered emails. They came out of it answering in seconds. Read the story White cosmos blooms in soft overcast light 2× volume, same headcount Halcyon Skincare Halcyon doubled its volume and kept its voice The thing Halcyon was most afraid of automating was the way they sound. So they tested that first. Read the story Backlit barley bending in the wind at sunset 0 weekend shifts on the rota Northbank Fintech Northbank's support team stopped working weekends A regulated product, a strict security review, and a rota nobody wanted to be on. All three survived the change. Read the story
“Retention on the support team is the highest it has ever been. I would like to tell you that is a sophisticated management achievement. It is mostly that people have their weekends.”
Ines Okonkwo Support Manager, Northbank

Read the Northbank story

of tickets resolved without an agent
68% of tickets resolved without an agent median across 1,200 teams
average CSAT on a Reply answer
4.8 average CSAT on a Reply answer out of five, last 90 days
handed back to each agent per week
6 hrs handed back to each agent per week self-reported, first quarter

In their words

What changed, according to the people it changed for.

“Reply cleared the overnight queue in the first week. Mornings start at zero now, and nobody on my team has said the word 'backlog' since.”
Maya Ellis Head of Support, Fernwood
“I was the sceptic. Ten minutes into the trial it answered a returns question better than our own macro, citing the policy page I wrote.”
Tobias Renn CX Lead, Halcyon
“It reads like us. That was the thing I was most afraid of losing and the thing it got right first.”
Ines Okonkwo Support Manager, Northbank
“Three extra agents on call, without three extra agents. Our first response time went from four hours to nine seconds.”
Daniel Pak Founder, Kettle & Co
“The handovers are the underrated part. My team opens a ticket and everything they need is already on the screen.”
Priya Raman Director of CX, Meridian
“We doubled orders over the holidays and did not add a single support hire. That was the whole business case.”
Erik Sandvik COO, Oakline
A summer meadow of cornflowers at golden hour

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