Loading
For most growing businesses, customer support is a significant line item that scales with volume. The challenge is keeping quality high as costs are controlled — a balance many companies get badly wrong by simply cutting headcount.
On average, 60–70% of support tickets are about repetitive topics: pricing, how to reset a password, what's included in each plan. An AI trained on your knowledge base can handle these instantly and around the clock, without a single agent-hour. Deflecting even half of this volume translates directly into significant cost savings and faster response times for the complex issues that genuinely need a human.
Teams that manage email, phone, chat, and social media in separate silos are inherently inefficient. Consolidating all customer interactions into a single widget — text, audio, video, and AI — means agents spend less time context-switching and more time actually resolving issues. Agent productivity rises, ticket volume per head falls.
One of the most cost-effective moves is to engage customers before they become frustrated. Triggered messages — "I see you've been on the pricing page for a while, can I help?" — resolve confusion early and prevent it from becoming a support ticket later. Proactive chat has been shown to reduce inbound contact rates by up to 30%.
Optimising support costs requires clear metrics: first-response time, resolution rate, AI deflection rate, and customer satisfaction score (CSAT). Without visibility into these numbers, cost-cutting becomes guesswork. Modern engagement platforms surface these analytics automatically, giving teams the data they need to make smart decisions.
Join forward-thinking businesses using Biz AI Last to capture more leads and deliver exceptional support around the clock.
Reduce Costs with Biz AI Last