Grammarly
Case Studies
Enhancing Customer Experience through Grammarly Business: A Case Study on an Enterprise Software Company
Overview
Enhancing Customer Experience through Grammarly Business: A Case Study on an Enterprise Software CompanyGrammarly |
Functional Applications - Enterprise Resource Planning Systems (ERP) Networks & Connectivity - 5G | |
Education Telecommunications | |
Quality Assurance | |
Visual Quality Detection | |
Testing & Certification Training | |
Operational Impact
The implementation of Grammarly Business had a significant impact on the company's operations. The tool's real-time communication coaching empowered the support team members and improved their soft skills. The tone detection feature provided cultural context, helping the team understand how customers would likely perceive their responses, thereby improving the quality of communication. The spelling suggestions feature increased clarity in communication, leading to faster ticket resolution. The tool also created a learning environment around the nuances of written communication, providing the necessary resources and communication support to the team. The leadership also benefited from the tool as it gave them the time and visibility to effectively manage the initiative. | |
Quantitative Benefit
The company's overall quality scores increased to 72% after six months of implementing Grammarly Business. | |
The clarity of customer communications improved by 15% in the first quarter. | |
The company saw faster ticket resolution. | |