Client Situation - Since demanding clients in the business use their products, the caseloads swell up frequently. The client experienced one such issue where there was a sharp increase in inbound cases without closures. The support team was swamped with more than 12k cases monthly which was way above average. Their response times became slow as the questions were complicated and needed experts to solve them. The delay in closure meant longer waiting times, lower CSAT, and increased customer dissatisfaction.
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