This is a worked example scenario. Names, people and figures are illustrative and do not belong to an existing company.
LoomSaaS uses Conveya as a support agent and a lead qualifier. The same widget, two goals, with the same UX for customers.
“Support was always a bottleneck for growth. Conveya fixed that and doubled our demo requests through the same widget at the same time.”
The problem: growing without expanding the support team
LoomSaaS grew from 3,000 to 12,000 users in a single year. The support team stayed at 2 people. Tickets piled up, and demo requests were left waiting.
One agent, two goals
The agent recognises whether a visitor is an existing customer (through an API lookup) and routes them to the right flow: support for customers, qualification for leads. New leads are scored automatically and pushed to HubSpot, transcript included.
Impact on the team
The 2-person support team is now a 2-person Customer Success team. Support happens at scale through the agent, and the team focuses on retention, onboarding and feature adoption.
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