Conversations that Build Loyalty
Customer Service
62%
Cost Reduction
up to
88%
Resolution Rate
Workflow: Customer Service
Industry: Technology
Annual Transactions: 1,000,000+
In technology, the hard part wasn’t answering more—it was keeping answers right as products evolved weekly. Customers moved across phone, chat, and tickets while context splintered between tools. Knowledge drift turned similar questions into different resolutions, handoffs stretched out, and confidence eroded every time guidance changed release to release.
FTO rebuilt the operation around consistency with speed. We embedded tiered support pods of product-trained specialists, unified all channels into a single intake, and paired skill-based routing with living knowledge playbooks updated on every release. A shared case narrative followed each interaction end-to-end, reason-code taxonomies exposed patterns, and clear escalation paths resolved complexity without breaking momentum.
The change strategy made quality habitual: 30-60-90 activation with release-readiness briefings, twice-daily huddles for “drift checks,” and on-shift QA coaching that corrected in minutes—not weeks. Real-time dashboards surfaced AHT, FCR, and defect trends, while weekly calibration reviews kept guidance precise as the product changed—so every agent sounded like the same trusted voice.
Within six months, average handling time fell 40%, resolution rates climbed to 88%, and satisfaction scores exceeded 95%—proving that customer service, when rebuilt with intent, becomes a true competitive advantage.