Within only a few weeks from kick-off to go live, Oakever saw transformative results across all key customer service metrics virtually immediately (reaching above 4 CSAT score immediately), successfully overcoming all its previous challenges.
• FAQ deflection rate reached 93%, significantly reducing inbound ticket volume.
• Full automation increased from 15% to 73% in just two months, a 3.9× uplift that drove substantial efficiency gains.
• Operational efficiency improved: higher automation (agent-only tickets were reduced by 88%, dropping from 67% to 8% within two months) combined with a powerful FAQ deflection, Oakever cut agent workload by 50% (from approximately 50 to 25 issues per agent per day).
• Faster first responses: TTFR dropped by more than 93%, from over a day to under two hours, dramatically improving responsiveness and player satisfaction.
• Faster access to human support: Time to First Human Response (TTFHR) decreased by ~75% within one month, ensuring complex issues reached agents significantly faster.
• Improved Player Experience: Oakever reached 4.1 on a 5-point scale in three months.
•Tangible ROI: These efficiency gains delivered almost $100k in annual cost savings.
