Customers
Support teams at eleven of the companies below run Sermo on their own transcripts. These are their numbers, measured against the quarter before they switched.
Every story
Every number is measured against the quarter before Sermo went live, at the same team size. No one here added headcount to get it.
Food delivery
Friday peak used to mean a forty-minute wait for a first reply. Riders and customers now get one straight away, and the escalations that reach us are the ones that should.
71%
Chats resolved by agent
Commerce
We stopped hiring against the holiday curve. The same team covered Black Friday with the queue shorter at the end of the day than the start.
3.4×
Volume absorbed
Fintech
Card disputes are the hardest thing we answer. Sermo reads the ledger before it says a word, so the answer matches what the customer sees in the app.
58%
Faster resolution
Software
Our docs were already the source of truth — they just were not the source anyone read. Now every answer cites the page it came from.
+14
CSAT points
Fintech
Compliance signed off because they could audit it. Every answer traces back to a policy line, and nothing ships that has not read one.
92%
Answers cited from policy
Marketplace
We expected a quarter of integration work. We were live in one market in six weeks and in eleven by the end of the year.
6 wks
To first market live
Numbers are easy to print. Sit with a real call instead — the interruption at twelve seconds, the policy cited at nineteen, the handoff that never had to happen.
Real calls from teams already running Sermo
Transcript and policy trace side by side
Or bring a recording of your own
What changes
Eleven rollouts in, the shape of the first ninety days is predictable enough that we will put it in writing before you sign.
Deflection shows up inside the first week. What is left in the queue is the work a person should have had all along.
Nobody on these teams was replaced. The same people moved onto the escalations that actually need judgement.
A fast answer in your own phrasing scores better than a slow one. Every team above measured a rise, not a dip.
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