Forethought
Marketplace Upwork Reduces Time to Resolution by 50% with Forethought
Summary
Upwork implemented Forethought's AI-driven support solutions to improve the consistency, speed, and quality of customer service. This resulted in reduced resolution times, increased self-serve rates, ...
Value Drivers
Challenges
- Inconsistent support quality and accuracy across a remote, distributed support organization.
- Lack of real-time visibility into operations
- Difficulty in scaling current infrastructure
- High operational costs due to legacy systems
- Poor data integration across departments
4 more challenges available
Solutions
- Implemented Forethought Solve for both chat and email to automate and improve accuracy of customer support responses.
- Deployed real-time monitoring and analytics platform
- Migrated to cloud-based scalable infrastructure
- Modernized legacy systems with new technology stack
3 more solutions available
Outcomes
- Achieved a 52-65% average self-serve rate via chat widget, compared to 45% with previous provider.
- Achieved 24/7 real-time visibility and monitoring
- Successfully scaled operations to support 3x growth
- Decreased operational costs by 40% annually
- Improved data accuracy and accessibility by 85%
- Automated 70% of manual processes
- Enhanced decision-making with unified analytics
- Strengthened security posture and reduced vulnerabilities
- Improved customer satisfaction scores by 45%
8 more outcomes available
Products
Software
Forethought Solve
AI-powered chat widget and email resolution tool for automating customer support inquiries and enabling accurate self-serve options.
Sample Category
Sample Product 2
Sample product description for demonstration purposes.
Sample Category
Sample Product 3
Sample product description for demonstration purposes.
2 more products available
Target Organization
Upwork Inc.
Description: Upwork is the world’s work marketplace, connecting businesses and independent professionals for a wide range of projects and services, serving startups to Fortune 100 companies.
Industry:Online Marketplace, Freelance Services