customer_support · saas · workflow
Forethought Solve helps Spordle deflect 21,000 chat inquiries at an 86% self-serve rate
Spordle's small support team could not handle cyclical peak-season ticket volumes reaching nearly 7,000 per month, forcing seven or eight additional employees to work as full-time support agents on top of their normal responsibilities, often for 14+ hour days. Daily volumes ranged from 350 to 600+ tickets, with customers waiting through a two-week backlog.
How it works
Common implementation structure
How this type of workflow is generally built, generalized across documented cases — not tied to any one vendor's stack. Click any stage to read what happens there. Specific products that implement these stages appear in “Tools commonly seen” below.
Stage 1 · Customer initiates chat
Customer support inquiries arrive through the Forethought Solve chat widget.
Tools used
Forethought SolveWorkflow BuilderForethought
Outcome
Since March 1, 2023, Spordle deflected 21,000 chat inquiries at an 86% self-serve rate. Over 600 tickets were instantly resolved within the first week after implementation, and three months post-implementation the ROI reached 142%. Agents are no longer exhausted from dealing with heavy ticket volumes.
Results
Time saved142%
Volume21,000
Running sinceMarch 1, 2023
Grounding & classification
Source type: vendor customer story
34 fields verified against source quotes.
ai agentcontent generationconversational aisupport agentknowledge basesupport ticketmetric backednamed customerproduction runtime claimedsource backedtools describedworkflow describedsoftwareautomation ratecost reductiondeflection rateemployee productivityresolution time reductionvendor customer storycustomer supportautonomous resolutionintake to triage