Introduction
Norse Star's support team started every morning behind. Within six weeks of deploying Multify, they started at zero.
Norse Star's support team started every morning behind. Within six weeks of deploying Multify, they started at zero.
The challenge
Every morning began with 40+ tickets that arrived while everyone slept.
Every morning began with 40+ tickets that arrived while everyone slept.
Every morning began with 40+ tickets that arrived while everyone slept.
With customers across twelve time zones and a support team in one, Norse Star's queue grew all night. Mornings were spent triaging instead of solving, and first-response times stretched past six hours. Hiring overnight coverage would have meant three more headcount for work that was mostly routing and repetition.
With customers across twelve time zones and a support team in one, Norse Star's queue grew all night. Mornings were spent triaging instead of solving, and first-response times stretched past six hours. Hiring overnight coverage would have meant three more headcount for work that was mostly routing and repetition.
The solution
One agent that triages every ticket the moment it lands.
One agent that triages every ticket the moment it lands.
One agent that triages every ticket the moment it lands.
Multify now reads each incoming ticket, categorizes it, and drafts a reply from Norse Star's existing help center. Routine issues — password resets, billing questions, plan changes — are resolved automatically. Anything ambiguous is escalated to the right specialist with full context attached. Approval gates sit on anything touching billing.
Multify now reads each incoming ticket, categorizes it, and drafts a reply from Norse Star's existing help center. Routine issues — password resets, billing questions, plan changes — are resolved automatically. Anything ambiguous is escalated to the right specialist with full context attached. Approval gates sit on anything touching billing.
The results
Six weeks after deployment, Norse Star's support team stopped starting the day behind.
Six weeks after deployment, Norse Star's support team stopped starting the day behind.
Six weeks after deployment, Norse Star's support team stopped starting the day behind.
70% of tickets resolved without human involvement
70% of tickets resolved without human involvement
First-response time down from 6 hours to under 20 minutes
First-response time down from 6 hours to under 20 minutes
Zero overnight backlog since week three
Zero overnight backlog since week three
Eight hours per agent per week returned to complex work
Eight hours per agent per week returned to complex work
No additional support headcount required
No additional support headcount required
In their words
"We used to open every morning with 40+ tickets waiting. Now the agent triages everything as it lands and flags only what genuinely needs a human. My team finally starts the day at zero."
"We used to open every morning with 40+ tickets waiting. Now the agent triages everything as it lands and flags only what genuinely needs a human. My team finally starts the day at zero."
