Our Case Studies
See how we’ve helped other companies like you!
Automotive Company & Certainly
“When we brought Certainly on board to help, we were struggling terribly with our phone channel. We were paying lots of money to acquire new customers only to have them leave frustrated because we could only answer 50% of our calls, on average it took us over 6 minutes to answer a call and each call took over 7 minutes.”
“Fast forward just one month later with the help of Certainly’s leadership, workforce management and talented associates we are answering 90%+ of the calls all the time, it takes less than 1 minute for us to answer and the average handle time is only 5 minutes all while improving the quality of our conversations!”
Improvement on Call Answer Rate
In One Month
Faster Call Response Time
In One Month
Cost-Efficient
Technology Company & Certainly
“We were a start-up experiencing tremendous growth, our customer support volume grew 4x in 6 months. Most BPOs or any vendor would translate that growth into an equally bigger, more expensive support team invoice.”
“Certainly approached it like a true partner, using their operational expertise to do more while controlling costs. Our support costs only increased 27% while in the same period our volume increased 400%. We were so thankful to have the experts at Certainly on our side using data and technology to constantly improve our experience.”
Healthcare Company & Certainly
“We were having a difficult time differentiating our expensive product in a competitive market with similar offerings.”
“Until we brought CertainlyCx on, they immediately understood our objectives and the challenges to reaching them. We needed to create an industry leading support “system”. Over the course of 3 months, we switched support platforms, implemented two new channels, expanded operating hours from 10/5 to 24/7 all while cutting resolution times in less than half and improving overall CSAT from 80% to 89%! Thanks to Certainly we have an industry leading support system that differentiates us from our competitors.”
