Avero reduces support ticket resolution time by 60% with Pendo Session Replay
Avero at a glance
Avero provides hospitality-focused operations solutions to help drive revenue, protect profits, cut costs, and save time.
課題
Avero wanted to reduce back and forth in support ticket communications with its end users, most of whom are busy operating restaurants.
Pendoの使い方（Pendo'ing it）
Leveraging Session Replay freed the Avero support team from cumbersome back and forth with customers, which could stretch across days.
結果
Armed with crucial context from Session Replay’s visual data, Avero cut its average support ticket resolution time by 60%.
目次
If there’s one thing to know about restaurant operators, it’s that they’re busy. With patrons coming in and out, staff changing shifts, and orders and supplies to be managed, they have a lot on their plate at any given moment. The last thing they need is to become mired in back-office busywork and frustrating software experiences that often go with it.
That’s where Avero comes in. Avero provides digital solutions and insights to help restaurant and hospitality professionals simplify and perfect operations— things like server performance, food cost margins, and labor allocation. In doing so, Avero helps teams drive profitable decisions and consistently excellent guest experiences.
Getting to the root of the support ticket problem
When providing support to customers, Avero traditionally faced a challenge: Its users were not always the most tech-savvy, and would sometimes struggle to communicate precisely what the issue was. As Lauren Lathrop, a Senior Manager of Customer Support at Avero, explained, “Customers are busy just trying to run their business. When it comes to support issues, they tend to be low on details, especially technical details.”
That left the Avero team with a cumbersome task. Faced with a lack of specifics, they’d find themselves manually going through analytics data to see what pages their users were on, what features they were interacting with, and extrapolating from there what the root of the problem could be. This often led to an extended back and forth with the customer, wasting precious time and often extending resolution to the next business day.
“A user might send in a request at say, 3:00 P.M. before dinner service. If we got our first reply out within two hours, which was our goal, then we might get a reply back before dinner service,” Lathrop explained. “But then we might not get a reply back until after dinner service, at which point our team can’t reply until the morning.”
When seeing is believing: The power of visual data in support resolution
Pendo Session Replay changed all that. Now Lathrop and her team have the power to review the interaction and see exactly what the issue was. “With Session Replay, the support agent can get all the context they need without having to ask another question,” Lathrop said.
The visual data from Session Replay compliments the quantitative and qualitative data the Avero team already has, allowing them to pinpoint and address issues without a lengthy back and forth with busy customers. “If you’ve ever emailed back and forth with a hospitality professional about a support issue, it’s tough,” Lathrop explained. “They’re not office-focused and are incredibly busy, so they really want you to just figure it out and make it work. That’s why Session Replay is so key for us.”
Cutting resolution time by more than half with smarter support
Since incorporating Session Replay into support motions, the results have been eye-opening: The average support ticket now takes only five hours to resolve, a 60% decrease. Driving that decrease is that more and more tickets have become “one touch” (a problem that doesn’t require back and forth to resolve) thanks to the power of Session Replay. “Session Replay really changed the game for us,” Lathrop said.
“With Session Replay, the support agent can get all the context they need without having to ask another question.”
Moving the needle on NPS and account health
As it looks forward, Avero plans to take the successes Pendo has helped its support team achieve and expand them more broadly. It’s already begun leveraging Session Replay to improve its NPS, for example—Lathrop’s team has started reviewing replays from detractors to try to spot any patterns that indicate a problem to be fixed.
Avero is also looking at leveraging Pendo as a tool to systemically gauge customer health. “Our leadership team wants to build an account health framework so that the customer success managers can spend less time interpreting data and focus more on the relationship side of things,” Lathrop said. “We’re trying to keep that entire project in Pendo.”
As these efforts expand, Avero remains laser focused on helping their customers create great restaurant experiences and the business outcomes that go with it. And with Pendo, supporting those customers just got that much easier. “Now with Pendo, we can go in and see exactly what the user experience was.”
