TechSync, a mid-sized commerce company specialising in remote workflow products, faced a challenge with its outdated customer support tools. Their support team was bogged down by long response times, fragmented documentation, and a language barrier that made it harder to support customers in their native tongue.

The Challenge

Slow response times. Limited support hours. Inconsistent answers. The TechSync team needed a way to standardise responses without sacrificing the warmth that customers had come to expect.

The Solution

• TechSync rolled out Rocket CRM AI to triage incoming tickets and assign them to the right specialist.
• Rocket CRM picked up the team's existing tone in less than a week.
• Customer-facing replies routed through Rocket CRM's review layer.
• Multi-language support that let TechSync expand into 4 new markets without hiring.
• Insights from Rocket CRM's analytics layer flowed straight into the team's weekly retro.

The Results

• Volume of tickets handled up 4x.
• Average follow-up time decreased by 53%.
• Team reported a reduction in time spent on rote tasks.
• Saving an extra two hours per team per week on average.
• Rocket CRM helped the team improve quality, training, and onboarding for new hires.

Testimonial

“Rocket CRM gave my night-shift Atlassian customers exactly the personalised support they had been after. Working from London at midnight is now a real advantage rather than a handicap.”— Carmen Lukova, Head of Customer Care, TechSync