Case Study - How Grid Resolves 79% of Tickets With Duckie

Key metrics

79% of support tickets fully automated
75% resolved in under 5 minutes
15,000+ tickets handled per month

“Once your workflows are fine-tuned, you can sit back and watch open inquiries fly in and out of your queue.”
– Matthew Kim, Product Manager @ Grid

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How Duckie Transformed Customer Support at Grid

Grid is one of the fastest-growing fintech platforms in the US, helping everyday users manage cash flow and access funds between paychecks. With a surge in customer growth, Grid’s support team faced a familiar scaling dilemma: ticket volume was spiking, SLAs were tightening, and Tier-1 agents were overwhelmed by repetitive questions.

Every ticket mattered — many involved sensitive transaction statuses or account access. The team needed a way to maintain high service quality without doubling headcount or sacrificing speed. That’s when they turned to Duckie.

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The Duckie Difference

Grid needed a platform that could go beyond canned responses — something that could handle real resolution logic, without custom dev work.

Step-by-step approach:

• Started with FAQ-type tickets to validate Duckie’s performance
• Connected backend systems for live product-state data
• Went live within weeks.

“Once your workflows are fine-tuned, you can sit back and watch open inquiries fly in and out of your queue.”
— Matthew Kim, Product Manager @ Grid

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Duckie’s Impact

Duckie powered a wide range of automated use cases — not just surface-level chat replies, but end-to-end workflows built around compliance, security, and business logic. Key use cases include:

• ✅ Subscription & Membership: Manages the full lifecycle of subscription support — from fee explanations to cancellations and edge-case disputes.
• ✅ Payments & Refunds: Retrieves account balance info, handles "why was I charged" issues, failed payments and refunds automatically.
• ✅ Account Management: Automatically verifies and routes sensitive account update requests.

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Results:

• 79% of incoming tickets fully resolved by Duckie — no agent involvement
• 75% of those tickets completed in under 5 minutes
• 15,000+ tickets per month handled autonomously
• Agents shifted to complex, high-impact tickets — improving both morale and service quality

What Grid says

“Duckie does an amazing job at blending customizable workflows with hands-off-keyboard customer support.”

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“Once your workflows are fine-tuned, you can sit back and watch open inquiries fly in and out of your queue.”

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“Duckie’s team will work day and night to customize their product to your needs. They’re not a company that says ‘no’ — they come right back with an ETA.”
– Matthew Kim, Product Manager @ Grid

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Looking Ahead

Duckie has become a key pillar in Grid’s support and ops stack — driving faster resolutions, reducing costs, and keeping users happy without scaling the team.

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