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How Zola eliminated bottlenecks on routing and escalation
75% reduction in Average Time to Reply- 18% reduction in escalations, leading to higher retention and saving $6k/month in “make-good” credits.
- 10 successful releases a month as a result of feedback examples that CX has identified and reported to Product
- 800h/ month saved in agents and managers' time
The Challenge
Post-COVID, a surge in wedding booking and rescheduling prompted Zola to seek an AI solution to clear bottlenecks and free up agents to build customer relationships.
The Outcome
Lang has given Zola’s CX team an even better understanding of customer sentiment. They’re able to laser target their value propositions, direct support where it’s most needed, and drive product development based on provable customer needs.
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