Relay reduced support costs by 68% and freed their team to focus on what matters most

Relay's global customer base meant support requests came in around the clock. Their team was burning out:

• No 24/7 coverage — customers in Asia-Pacific waited up to 12 hours for responses
• Repetitive tickets consuming 75% of agent capacity
• Hiring budget frozen despite growing ticket volume
• Agent burnout leading to turnover and knowledge loss

Relay needed to do more with the same team — or watch their support quality continue to decline.

Relay took a phased approach, starting with their highest-volume ticket categories:

• Phase 1 — Automated onboarding questions and how-to inquiries (40% of total volume)
• Phase 2 — Added account management workflows: password resets, plan changes, billing inquiries
• Phase 3 — Expanded to technical troubleshooting with structured runbooks for common issues

Each phase was validated in shadow mode before going live, ensuring quality remained high throughout the rollout.

After completing all three phases:

• 68% reduction in support costs — avoided hiring 4 additional agents
• True 24/7 coverage — customers in every time zone now get instant responses
• 89% autonomous resolution rate for covered ticket types
• Agent satisfaction up 40% — the team now works on interesting, challenging problems

The cost savings alone justified the investment within the first quarter. But the real win was the team's morale — agents who were considering leaving are now energized by the higher-quality work they get to do.

Relay is building a feedback loop where insights from Duckie's conversations inform their product roadmap. Support isn't just a cost center anymore — it's a strategic intelligence source.