- Customer stories
- Vector Media
How Vector Media transformed its customer support experience with AI
Automation and AI save up to 30 minutes per support ticket
By automating the summary and suggested responses with AI, help desk technicians save 5-10 minutes on simple requests and up to 30 minutes on more complex issues.
Faster responses, happier customers
With one Zap, the help desk technicians are able to get a head start on each new support ticket. This means less time spent finding the answer and more time spent helping customers.
Zapier becomes part of the team
“Zapier is unofficially a member of my team. It takes a lot of the repetitive tasks that burden our team’s work lives and automates them so we can focus on using our brains for the creative work,” said Dan.
About Vector Media
- Company size: 50-200
- Industry: Vector Media is an offline media company helping brands tell better stories through transit and large-format, out-of-home media.
- Location: New York, New York
Automation and AI make the support process faster and more personalized
Challenge
Clients expect high-quality, prompt support whenever they hit a roadblock. When a customer has to wait for a solution, every minute they wait for a response causes friction and frustration.
Solution
Each new support ticket in Freshdesk triggers a ChatGPT prompt that summarizes the request and drafts some suggested answers. These are then stored in a private note within the ticket.
Results
With these provided notes, help desk technicians can immediately jump into solving the problem—which saves about 5-10 minutes on a simple request and upward of 30 minutes on a more complex issue.
"It's game-changing how AI can use its rich datasets to give my team a jump start on a well-researched, quality answer."
Dan Dorato-Hankins
Chief Technology Officer at Vector Media
