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Faster Resolution
Lower Costs
CSAT Improvement
A mid-size B2B SaaS company with 500+ customers was struggling with their Zendesk helpdesk. Their support team of 12 agents was overwhelmed with 300+ daily tickets, spending hours on manual triage, routing, and repetitive responses.
Customer satisfaction scores were dropping, response times were increasing, and the support team was experiencing burnout. The company needed an intelligent automation solution that could handle the repetitive work while maintaining high-quality customer interactions.
We implemented a comprehensive n8n automation hub that integrated with their Zendesk, Slack, and knowledge base. The system uses AI-powered classification and intelligent routing to handle 80% of triage work automatically.
Sentiment analysis, priority scoring, and customer tier detection automatically route tickets to the right team and agent with relevant context.
Intelligent matching suggests relevant KB articles and sends instant auto-replies for common questions, reducing agent workload.
Critical issues automatically escalate to senior engineers via Slack with full context, logs, and customer history attached.
Post-resolution surveys automatically sent with intelligent timing. Responses tracked and negative feedback alerts sent instantly.
Faster Average Resolution Time
From 4.5 hours to 1.8 hoursReduction in Support Workload
120+ hours saved weeklyDecrease in Reopened Tickets
Better first-time resolutionCSAT Score Improvement
From 3.2 to 4.1 out of 5Cost Savings: $180,000 annual reduction in support costs
Agent Capacity: Equivalent of 5 additional full-time agents without hiring
Customer Retention: 12% improvement in renewal rates
Team Morale: 85% of agents report reduced stress and higher job satisfaction
New tickets from email, chat, or web form trigger n8n workflow. AI analyzes content, sentiment, urgency, and customer tier.
Machine learning model categorizes tickets (billing, technical, feature request) and determines priority level automatically.
Tickets routed to appropriate team/agent based on expertise, workload, and availability. Context and history attached.
System searches knowledge base and sends instant auto-reply with relevant articles. 40% of tickets resolved without agent intervention.
High-priority or complex issues escalate to senior staff via Slack with full context. SLA violations trigger automatic alerts.
When ticket closed, automated CSAT survey sent with intelligent timing. Negative responses trigger manager notification.
Let's discuss how n8n automation can reduce your support costs by 40% while improving customer satisfaction.
Implementation Time
ROI Timeline
Support Load Reduction
Let’s discuss how we can help you automate support workflows and improve customer satisfaction.
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