How Dashworks Helped Luxury Presence Achieve 96% CSAT and Streamline Support Operations

Luxury Presence is a leading provider of website and marketing solutions for luxury real estate agents. Their offerings range from creating stunning websites to providing SEO and marketing services that help clients generate more leads and rank higher on Google. 

With a growing client base and a 24/7 support team, Luxury Presence needed a solution to streamline internal knowledge sharing and improve response times for customer questions. We spoke to their customer support manager Kristen Bonaguro, who has over 10 years of experience in customer success and account management, about their journey of implementing Dashworks.

The Challenge: Information Silos

As with many fast-growing companies, Luxury Presence faced a common but critical challenge as they scaled: information silos. Knowledge about processes, product details, and clients was spread across multiple applications. This made it difficult for support reps to find accurate answers to customer questions quickly.

Kristen described the situation:

“We have so many Slack channels and so many conversations happening because it’s hard to find a source of truth for what the process is for something. Having all of these questions is distracting to both managers and support reps.”

The support team was asking dozens of questions a day across various Slack channels, group chats, and DMs. Without a centralized knowledge base, many questions went unanswered for up to 12 hours, especially during the night shift when managers were unavailable. This delay in response time was affecting their ability to meet their goal of responding to customer inquiries within three hours for email and immediately for chat and phone.

The Solution: Dashworks

Luxury Presence turned to Dashworks, the AI-powered knowledge assistant for teams, to help solve these challenges. Dashworks integrates with a company’s internal knowledge bases and apps, allowing employees to quickly find answers to their questions by searching across all available resources.

The team found several valuable applications for Dashworks:

1. Real-Time Support Copilot: Reps use Dashworks during live client issues to quickly access client information, product context, and process details.
2. New Hire Onboarding: The platform has become particularly valuable for training new hires and sharing knowledge across the team.
3. Drafting Email Responses: Dashworks automatically creates draft replies for inbound support cases, giving reps a strong starting point.

Implementation

Luxury Presence's successful implementation included several key strategies and steps.

Step 1: Unified Knowledge Base Integration

To ensure Dashworks could access all the relevant information, the team connected it to all their primary knowledge sources:

• Salesforce
• Slack
• Google Drive
• Coda
• Linear
• Gmail
• HubSpot
• Marketing site (luxurypresence.com)

Step 2: Dedicated Q&A Slack Channel

The team then added Dashworks’ Slackbot to a dedicated Slack channel so team members could use it directly inside Slack. They also added the Slackbot to their other existing support channels to ensure a seamless integration into their existing workflows.

Step 3: Iterative Refinement

To bridge Dashworks’ knowledge gaps and ensure its source of truth was accurate, the team utilized the Verified Answers feature. Additionally, they gave it Instructions to prioritize the appropriate knowledge sources from its connected apps and ignore outdated information. This process of training, combined with the automatic learning from the increasing usage by all their support reps, ensured that Dashworks became increasingly aligned with Luxury Presence's specific needs and knowledge base.

“We started asking Dashworks questions, and at first, we couldn’t believe we were getting good answers. And they started to get better and better as we trained Dashworks,” Kristen shared.

Step 4: Team Training and Adoption

To train the team of 56 customer support reps, Kristen shared slide decks and resources from the Dashworks team, encouraging team members to use Dashworks and to treat its suggestions thoughtfully. The team also named the bot "Mabel" and gave it a distinctive personality, presenting it as a valuable team member to make the adoption process more engaging.

“We talk about her like she's a part of our team,” Kristen says, highlighting how the bot became an integral part of their workflow.

Step 5: Automated Email Support

The team then took their customer support automation to the next level by integrating Dashworks directly into Salesforce cases using its API.

Whenever a new support case is created in Salesforce, Dashworks automatically drafts a reply directly inside it by searching the unified knowledge base. The support reps can review the draft, make necessary adjustments, and send it to the client. This process has ensured that the team always has a high-quality starting point for email responses while ensuring adherence to the brand voice.

“Dashworks is putting a drafted first reply email into every new support case, which is so helpful for the team to have a starting point for questions they may not know the answer to right away,” Kristen shared.

The Impact

Since implementing Dashworks, Luxury Presence has seen significant improvements in their support operations.

Faster Response Times

Dashworks empowers support reps to quickly access information for customer issues, providing real-time insights and improving their ability to address customer needs effectively. This has helped the team reduce their first response time, especially during off-hours when managers were unavailable. Dashworks provides quick answers to customer questions, allowing support reps to respond to clients faster.

Kristen noted, “Our first response time has gone down, and it’s also given some of our team confidence in what they think they should say.”

Improved Customer Satisfaction (CSAT)

The faster and improved responses provided by Dashworks have contributed to Luxury Presence’s CSAT score improving from the 80s at the start of the year to 96%.

“Our metrics are definitely improving. We have a 96% CSAT, and at the beginning of the year, it was in the 80s. Dashworks is a part of that improvement,” Kristen explained.

Reduced Manager Workload

Implementing Dashworks has significantly reduced the time spent by team leads, managers, and tenured employees answering questions from their team, and in turn, has enabled them to focus on more strategic initiatives.

Increased Efficiency for New Hires

Dashworks has been particularly helpful for new hires, who often have many questions as they get up to speed. Instead of relying on managers or tenured employees, new hires can ask Dashworks for answers, saving time for everyone.

The Future with Dashworks

Luxury Presence is excited about the future possibilities with Dashworks. Kristen envisions using Dashworks to automatically send AI-generated first replies across all communication channels, further improving their response times and efficiency. Additionally, they plan to create separate Bots tailored for different teams and purposes, such as client success.

Conclusion

Through their strategic implementation of Dashworks, Luxury Presence has transformed their support operations. By centralizing their knowledge and making it easily accessible through Dashworks, the team has been able to reduce response times, improve CSAT, and free up valuable time for managers and tenured employees.

Their success demonstrates how AI-powered knowledge management can drive significant improvements in customer support operations while reducing the burden on support team leaders.

Kristen summed up their experience:

“Dashworks has been so amazing. It’s been super helpful for drafting emails, looking up information across our apps, and getting insights about client issues. We love Dashworks.”