According to Teichmiller, “In the first month and with no training whatsoever, Solvvy was able to lift our self-service rate from 3% to 18.9%.” Once she was able to dedicate just three hours a week to training the solution, that number climbed to 41.5%. One year in, the self-service rate is now holding strong at nearly 50%. “It’s just been mind-blowingly phenomenal,” says Teichmiller.
Since implementing Solvvy, SimplePractice has doubled its customer base from 15,000 to over 35,000. And although the quantity of Solvvy submissions has grown along with the user base—they receive around 15,000 questions per month—they have cut their median first response time by over 60%, from 6.4 hours down to 2.4. The SimplePractice team has also grown significantly, and they have managed to scale effectively for their customers. “Without Solvvy, our agents would be working around the clock and customers would be waiting for answers to even simple questions—we wouldn’t be living up to our name!” In addition to lifting SimplePractice’s self-service rate, Solvvy has also helped the company improve its already impressive CSAT scores by 18% to a whopping 97%.
Looking ahead, SimplePractice plans to launch Solvvy’s mobile SDK to serve the growing number of users accessing their accounts via their mobile app—and nearly all of SimplePractice’s customers use the mobile app. SimplePractice recently launched a related brand called SimplePractice Learning and plans to launch multiple other brands in the near future. They’re excited to give each of them dedicated access to Solvvy, too. “And of course we’re sure Solvvy will continue to scale with us,” says Teichmiller, “allowing us to seamlessly serve more and more customers while helping to build relationships with them and building their trust in us.” Sounds like a prescription for customer support health and wellness.