Grammarly > Case Studies > Enhancing Customer Experience through Grammarly Business: A Case Study on an Enterprise Software Company

Enhancing Customer Experience through Grammarly Business: A Case Study on an Enterprise Software Company

Technology Category

Functional Applications - Enterprise Resource Planning Systems (ERP)
Networks & Connectivity - 5G

Applicable Industries

Education
Telecommunications

Applicable Functions

Quality Assurance

Use Cases

Visual Quality Detection

Services

Testing & Certification
Training

About The Customer

The customer is a global enterprise software company with a sizeable customer base of over 1000. The company measures its success partly based on a net promoter score (NPS), which indicates the likelihood of customers recommending their services to others. The company has a diverse team spread across different regions and is committed to providing impactful and efficient customer support. They aim to improve their NPS by developing the soft skills of their team, particularly in the quality of communication to customers in support tickets.

The Challenge

The enterprise software company, with a customer base of over 1000, was facing a challenge in creating impactful and efficient customer support. The company's success was partly measured based on a net promoter score (NPS), which indicates the likelihood of customers recommending their services to others. To improve this metric, the company aimed to develop the soft skills of its team, particularly in the quality of communication to customers in support tickets. Being a global organization, the company needed a solution that could cater to its diverse team and help increase the speed of issue resolution, thereby improving the customer experience. They also wanted a solution that could track and analyze progress.

The Solution

The company implemented Grammarly Business to empower its support team members with real-time communication coaching. The tone detection feature of Grammarly Business was particularly useful in improving soft skills by providing cultural context and helping the team understand how customers would likely perceive their responses. The tool also offered spelling suggestions, which increased clarity and led to faster ticket resolution. The AI-backed tool created a learning environment around the nuances of written communication, providing the support team with the necessary resources and communication support. It also gave the leadership the time and visibility to effectively manage the initiative.

Operational Impact

The implementation of Grammarly Business had a significant impact on the company's operations. The tool's real-time communication coaching empowered the support team members and improved their soft skills. The tone detection feature provided cultural context, helping the team understand how customers would likely perceive their responses, thereby improving the quality of communication. The spelling suggestions feature increased clarity in communication, leading to faster ticket resolution. The tool also created a learning environment around the nuances of written communication, providing the necessary resources and communication support to the team. The leadership also benefited from the tool as it gave them the time and visibility to effectively manage the initiative.

Quantitative Benefit

The company's overall quality scores increased to 72% after six months of implementing Grammarly Business.
The clarity of customer communications improved by 15% in the first quarter.
The company saw faster ticket resolution.