Grammarly Case Studies Lucid Scales Multilingual Customer Support Teams With Grammarly Business

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	Lucid Scales Multilingual Customer Support Teams With Grammarly Business Grammarly

Lucid Scales Multilingual Customer Support Teams With Grammarly Business

Grammarly

Technology Category	Analytics & Modeling - Computer Vision Software Networks & Connectivity - 5G
Applicable Industries	Equipment & Machinery
Applicable Functions	Quality Assurance
Use Cases	Visual Quality Detection
Services	Testing & Certification
Challenge	Lucid, a high-growth research technology (ResTech) company, was facing a challenge in maintaining its high customer satisfaction (CSAT) numbers while scaling its customer support team. The company, which provides programmatic access to first-party data, has a global presence with customers and employees worldwide. As the company expanded, the customer support team grew from five to seventeen agents. Despite the growth, the team managed to maintain a high CSAT score of 4.86 out of 5. However, the challenge was to sustain these numbers while continuing to grow. The team's technical knowledge was commendable, but there were opportunities to improve communication. The company needed a solution that would help the agents deliver technical expertise with confidence, clarity, and consistency in their communication. The solution also needed to instill trust in the agents to nurture customer relationships with quality. Read More
About Customer	Lucid is a high-growth research technology (ResTech) company that provides programmatic access to first-party data. The company has a global presence with customers and employees in more than one hundred countries. Lucid is pioneering solutions to help anyone in any industry survey online audiences and get the answers they need. The company's vision is to change how customers access data to find the insights they are seeking. Lucid's customer support team has grown from five to seventeen agents, maintaining a high customer satisfaction (CSAT) score of 4.86 out of 5. Read More
Solution	Lucid's Associate Director of Platform Support, Jimmy Snyder, found the solution in Grammarly Business. The tool was affordable, easy to use, and user-intuitive, making it simple to onboard for the team. It integrated well with the existing tools used by the team. The solution allowed the managers to focus on more strategic priorities. Grammarly Business also met the company's security and CCPA compliance requirements. Once rolled out, the tool helped the agents improve their grammar and spelling, and enhance their professionalism and tone of voice. It also helped non-native English speakers improve their word choice, making their communication more professional, natural, and engaging. Read More Log in to view content
Contents

Technology Category

Analytics & Modeling - Computer Vision Software

Networks & Connectivity - 5G

Applicable Industries

Equipment & Machinery

Applicable Functions

Quality Assurance

Use Cases

Visual Quality Detection

Services

Testing & Certification

Challenge

Lucid, a high-growth research technology (ResTech) company, was facing a challenge in maintaining its high customer satisfaction (CSAT) numbers while scaling its customer support team. The company, which provides programmatic access to first-party data, has a global presence with customers and employees worldwide. As the company expanded, the customer support team grew from five to seventeen agents. Despite the growth, the team managed to maintain a high CSAT score of 4.86 out of 5. However, the challenge was to sustain these numbers while continuing to grow. The team's technical knowledge was commendable, but there were opportunities to improve communication. The company needed a solution that would help the agents deliver technical expertise with confidence, clarity, and consistency in their communication. The solution also needed to instill trust in the agents to nurture customer relationships with quality.

About Customer

Lucid is a high-growth research technology (ResTech) company that provides programmatic access to first-party data. The company has a global presence with customers and employees in more than one hundred countries. Lucid is pioneering solutions to help anyone in any industry survey online audiences and get the answers they need. The company's vision is to change how customers access data to find the insights they are seeking. Lucid's customer support team has grown from five to seventeen agents, maintaining a high customer satisfaction (CSAT) score of 4.86 out of 5.

Solution

Lucid's Associate Director of Platform Support, Jimmy Snyder, found the solution in Grammarly Business. The tool was affordable, easy to use, and user-intuitive, making it simple to onboard for the team. It integrated well with the existing tools used by the team. The solution allowed the managers to focus on more strategic priorities. Grammarly Business also met the company's security and CCPA compliance requirements. Once rolled out, the tool helped the agents improve their grammar and spelling, and enhance their professionalism and tone of voice. It also helped non-native English speakers improve their word choice, making their communication more professional, natural, and engaging.

Impact #1	The implementation of Grammarly Business had an immediate impact on Lucid's customer support team. The tool helped the agents improve their grammar and spelling, and enhance their professionalism and tone of voice. This resulted in more consistent communication that was in line with the Lucid brand. Non-native English speakers particularly benefited from the tool, as it helped them improve their word choice, making their communication more professional, natural, and engaging. Today, Grammarly Business continues to be a critical tool for the Customer Support team at Lucid, helping them scale with quality and consistency.

Impact #1

The implementation of Grammarly Business had an immediate impact on Lucid's customer support team. The tool helped the agents improve their grammar and spelling, and enhance their professionalism and tone of voice. This resulted in more consistent communication that was in line with the Lucid brand. Non-native English speakers particularly benefited from the tool, as it helped them improve their word choice, making their communication more professional, natural, and engaging. Today, Grammarly Business continues to be a critical tool for the Customer Support team at Lucid, helping them scale with quality and consistency.

Benefit #1	The customer support team grew from five to seventeen agents while maintaining a high CSAT score of 4.86 out of 5.
Benefit #2	Grammarly Business was affordable and easy to use, allowing for easy onboarding.
Benefit #3	Non-native English speakers saw an improvement in their word choice, enhancing their communication.

Benefit #1

The customer support team grew from five to seventeen agents while maintaining a high CSAT score of 4.86 out of 5.

Benefit #2

Grammarly Business was affordable and easy to use, allowing for easy onboarding.

Benefit #3

Non-native English speakers saw an improvement in their word choice, enhancing their communication.

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Overview

Lucid Scales Multilingual Customer Support Teams With Grammarly Business

Operational Impact

Quantitative Benefit