← All customers
Parcelly halved first response time without hiring
Parcelly's support team answers four thousand tickets a week, most of them variations of the same twenty questions about delivery windows and returns.
The errand
Every new ticket in Zendesk goes to Quill, which reads the help docs and the customer's order, drafts a reply and saves it for a person to approve.
“It writes like our best agent on a good day, every day.”
What changed
First response time fell by half in the first month. The team now spends its time on the hard tickets that need a person.
- 4,000 tickets a week drafted
- 90% sent without edits
- No new hires through peak season