By significantly reducing tickets for common questions, Solvvy has reduced customer service costs for Upwork and changed the landscape of their customer service experience. With simple issues being resolved in the self-service help center, agents can now concentrate more of their time on more complex issues, which improves their skills and in a virtuous cycle, and focus on the customer experience.
Joe shared that, “Since launching Solvvy, we’re seeing a 13% self-service rate for customer service inquiries. Our agents are handling more difficult cases now, not just copying and pasting information–so they’re improving too.”
While CSAT scores initially went down after the implementation, the team soon realized it was because Solvvy took the easy questions out of the customer service equation. As agents have become more skilled at doing the heavy lifting required with complex questions, CSAT scores have been climbing back up, with handling times going down. And most importantly, agents are enjoying the deeper challenge and the opportunity to hone their skills with more complex questions.
In the same way Upwork has changed how freelancers and companies work together, Solvvy is transforming the world of self-service. And Upwork is excited. Wang sees the potential and shared, “Solvvy has us thinking about all the ways we can use artificial intelligence and natural language processing (NLP) capabilities to dramatically change the help and contact center experience.” With an ambitious company such as Upwork, it’s just a matter of time.