Grammarly
Case Studies
Enhancing Customer Satisfaction through Grammarly Business: A Global BPO Case Study
Overview
Enhancing Customer Satisfaction through Grammarly Business: A Global BPO Case StudyGrammarly |
Analytics & Modeling - Process Analytics Networks & Connectivity - 5G | |
Equipment & Machinery Telecommunications | |
Quality Assurance Sales & Marketing | |
Time Sensitive Networking Visual Quality Detection | |
Testing & Certification | |
Operational Impact
The implementation of Grammarly Business had a significant impact on the company's operations. The tool not only improved the quality of communication but also increased productivity. The company saw a 74% reduction in tickets with spelling or grammar issues, leading to more polished communication. The use of Grammarly Business for editing tickets allowed for a 22% increase in the number of tickets responded to each hour. The company also experienced a 12% reduction in the number of contacts per ticket, indicating that customer support agents were better able to solve customer issues. This represented a massive gain in productivity. The overall Customer Satisfaction Score (CSAT) improved by 17%, indicating a significant enhancement in the customer experience. The company was able to deliver a better product to their clients through clear communication and increased productivity. | |
Quantitative Benefit
17% improvement in Customer Satisfaction Score (CSAT) | |
74% reduction in tickets with spelling or grammar issues | |
22% increase in the number of tickets responded to per hour | |