Grammarly
Case Studies
Enhancing Customer Satisfaction through Improved Communication: A Web Hosting Platform's Journey
Overview
Enhancing Customer Satisfaction through Improved Communication: A Web Hosting Platform's JourneyGrammarly |
Analytics & Modeling - Real Time Analytics Platform as a Service (PaaS) - Application Development Platforms | |
Education | |
Real-Time Location System (RTLS) | |
Training | |
Operational Impact
The implementation of Grammarly Business has led to significant improvements in both the employee and customer experience for the web hosting platform. From an internal perspective, the company found a sustainable solution to enhance their customer support team's writing skills at scale, which helped alleviate burnout among high-performers and mitigate disengagement among other team members. The support responses became more consistent, leaving customers with a lasting good impression. The company also learned valuable lessons about the importance of checking the pulse of the team, integrating new tools into existing processes, and the link between employee satisfaction and customer experience. | |
Quantitative Benefit
30% increase in customer satisfaction scores since introducing Grammarly Business | |
High adoption rate of Grammarly Business across the customer support team | |