How Duckie Transformed Customer Support at Grid
Grid needed a platform that could go beyond canned responses — something that could handle real resolution logic, without custom dev work.
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
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
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 has fundamentally changed how we think about support. We're not just deflecting tickets — we're actually resolving them."
Looking Ahead
Grid continues to expand Duckie's capabilities, adding new workflows and integrations to handle even more complex customer scenarios.
