Lucid Scales Multilingual Customer Support Teams With Grammarly Business
Technology Category
- Analytics & Modeling - Computer Vision Software
- Networks & Connectivity - 5G
Applicable Industries
- Equipment & Machinery
Applicable Functions
- Quality Assurance
Use Cases
- Visual Quality Detection
Services
- Testing & Certification
About The Customer
Lucid is a high-growth research technology (ResTech) company that provides programmatic access to first-party data. The company has a global presence with customers and employees in more than one hundred countries. Lucid is pioneering solutions to help anyone in any industry survey online audiences and get the answers they need. The company's vision is to change how customers access data to find the insights they are seeking. Lucid's customer support team has grown from five to seventeen agents, maintaining a high customer satisfaction (CSAT) score of 4.86 out of 5.
The Challenge
Lucid, a high-growth research technology (ResTech) company, was facing a challenge in maintaining its high customer satisfaction (CSAT) numbers while scaling its customer support team. The company, which provides programmatic access to first-party data, has a global presence with customers and employees worldwide. As the company expanded, the customer support team grew from five to seventeen agents. Despite the growth, the team managed to maintain a high CSAT score of 4.86 out of 5. However, the challenge was to sustain these numbers while continuing to grow. The team's technical knowledge was commendable, but there were opportunities to improve communication. The company needed a solution that would help the agents deliver technical expertise with confidence, clarity, and consistency in their communication. The solution also needed to instill trust in the agents to nurture customer relationships with quality.
The Solution
Lucid's Associate Director of Platform Support, Jimmy Snyder, found the solution in Grammarly Business. The tool was affordable, easy to use, and user-intuitive, making it simple to onboard for the team. It integrated well with the existing tools used by the team. The solution allowed the managers to focus on more strategic priorities. Grammarly Business also met the company's security and CCPA compliance requirements. Once rolled out, the tool helped the agents improve their grammar and spelling, and enhance their professionalism and tone of voice. It also helped non-native English speakers improve their word choice, making their communication more professional, natural, and engaging.
Operational Impact
Quantitative Benefit
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