Customer support · Production

Meyer Group Reduces Cost Per Contact by 50% with Verint Messaging

The problem

Meyer Group's contact center relied on telephone, email ticketing, and chat support, but it struggled to cope with surging demand. Average handle time reached about 60 days, customers waited as long as ten days for a first response, and at one point the company had 4,000 open tickets with the oldest being 280 days old. There was minimal first contact resolution.

First attempt

Each customer reply — such as sending a photo of a claimed item — reset that email to the back of the queue, turning a single inquiry into a prolonged chain of back-and-forth communications.

Workflow diagram · grounded in source
1
Customer contacts via web page
trigger
“When a customer visits Meyer's "contact us" web page, they are given the option of engaging with the company through WhatsApp and other social media channels, or they can email and receive a response within 48 hours”
2
Channel routing decision
routing
“whether WhatsApp, Facebook Messenger, Instagram, Twitter, or email”
3
Bot gathers background info
ai_action
“An intelligent bot prompts the customer to provide photos and other background information prior to engaging with a human agent, accelerating the inquiry resolution process and ensuring a rewarding experience”
4
Ticketing system integration
integration
“Integration with their existing ticketing solution provides the agent with an overview of the customer and their purchase/engagement history”
5
Seamless bot-to-agent handoff
human_review
“Customer engagement can switch seamlessly between bot and agent”
Reported outcome

Meyer achieved a 50% reduction in cost per contact, improved CSAT from 45% to 90%, reduced average response time from up to 10 days to 24 minutes, delivered an NPS of 8.84, and 60% of customers now engage via social channels compared to zero previously.

Reported metrics
Cost per contact50 percent
CSAT (results section)90%
CSAT before deployment45%
CSAT (benefits section)95 percent
Show all 12 reported metrics
cost per contact50 percent
CSAT (results section)90%
CSAT before deployment45%
CSAT (benefits section)95 percent
average response time24 minutes
previous time to first responseup to 10 days
first response wait time before (original quote)ten days
social channel customer adoption60 percent
NPS score8.84
average handle time before (baseline)about 60 days
open ticket count at peak4,000
oldest ticket age at peak280 days
Reported stack
ticketing solutionWhatsAppFacebook MessengerInstagramTwitter
Source
https://www.verint.com/case-studies/meyer-group-verint-messaging/
Read source ↗

Frequently asked questions

What did this team achieve with this AI workflow?

Meyer achieved a 50% reduction in cost per contact, improved CSAT from 45% to 90%, reduced average response time from up to 10 days to 24 minutes, delivered an NPS of 8.84, and 60% of customers now engage via social c…

What tools did this team use?

ticketing solution, WhatsApp, Facebook Messenger, Instagram, Twitter.

What results were reported?

Cost per contact: 50 percent; CSAT (results section): 90%; CSAT before deployment: 45%; CSAT (benefits section): 95 percent (source-reported, not independently verified).

What failed first in this deployment?

Each customer reply — such as sending a photo of a claimed item — reset that email to the back of the queue, turning a single inquiry into a prolonged chain of back-and-forth communications.

How is this customer support AI workflow structured?

Customer contacts via web page → Channel routing decision → Bot gathers background info → Ticketing system integration → Seamless bot-to-agent handoff.

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