Customer Support Consistency:
40% Faster Response Time

Intro

A tech services firm handled more than 300 support requests per month — yet support agents spent nearly half their time rewriting updates and closing tickets manually.

The inconsistency was costing them time and customer trust.

The Problem

Ticket notes varied in detail and tone.
Closing tasks took too long.
Customers received inconsistent responses.

The volume wasn’t the issue — the workflow was.

The Gap

Although HubSpot Service Hub was in place, it was heavily underutilized.
No automation. No templates.
No structured visibility into trends.

Support was reactive, not disciplined.

The Approach

8Day built automation to ensure consistency and speed.

We implemented:

• AI-driven ticket categorization

• First-response drafts from training templates

• Ticket summaries pushed into Slack

• Workflow triggers for status changes and escalations

Support became structured, predictable, and fast.

Tools Used

HubSpot Service Hub
Ticketing, categorization, workflows

OpenAI
Summaries and response drafting

Zapier
Workflow automation & Slack updates

Slack
Realtime visibility and trend tracking

The Result

• 40% faster response times

• Consistent tone and quality

• Clear visibility into ticket trends

• Higher customer satisfaction

The Lesson

AI is most powerful when trained on your tone, your context, and your workflow — not generic templates.

Final CTA

Ready to improve your support team's consistency?