How a Regional Bank Cut Support Tickets by Half

Support volume at this bank had grown faster than the support team for three straight quarters. The instinct was to hire. The data told a different story.

Sixty percent of tickets were the same four questions

A quick audit of six months of tickets showed that well over half were variations on four questions, all of which had correct answers already documented somewhere customers weren't looking. The fix wasn't a chatbot — it was surfacing the right answer at the moment the question was likely to come up, inside the product itself.

The remaining tickets got faster, not fewer

For the harder tickets that remained, we built a triage layer that classified incoming requests and routed them directly to the right specialist instead of a generalist queue. Average resolution time on those tickets dropped by half, even though ticket complexity, if anything, went up.

Eight months later, the support team is the same size it was before the volume grew — and customer satisfaction scores are higher than when the team was overwhelmed.