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In 2024, Klarna’s AI agent handled the equivalent of 700 full-time customer service agents in its first month of deployment. It resolved 2.3 million conversations, achieved customer satisfaction scores on par with human agents, and cut average resolution time from 11 minutes to 2 minutes.
Klarna did not upgrade its ticketing system. It replaced the model entirely – ...
In 2018, a US outdoor apparel brand received a one-star Google review that read: “Product fell apart after two weeks. Customer service told me it was out of warranty by four days. Four days.”
The brand’s social team escalated it. The customer received a full replacement within 48 hours, a handwritten note from the operations director, and a direct apology. They upda...
A mid-sized consumer brand’s CX operation runs on four tools. Ticketing holds every support conversation. CRM holds every customer’s purchase history, account tier, and lifetime value. Social listening surfaces brand mentions across Instagram, Twitter, and Reddit. Analytics aggregates performance data. None of them talk to each other.
When a VIP customer submits a c...
A CX team at a mid-sized retail brand was hitting their SLA targets every month. First reply times were green. Ticket closure rates were up. Agent utilisation was at 87%. Their quarterly review looked healthy – until their NPS dropped 14 points in a single quarter and their churn report showed a 22% increase in customers leaving within 90 days of a support interaction.
...A US mid-market SaaS company was losing 18% of its customers annually and had no idea why. Their NPS survey had a 4% response rate. Their support tickets were managed in a shared Gmail inbox. Their sales team had one version of the customer story, their support team had another, and the product team had a third.
When they ran a structured customer exit interview pro...