Customer service and outbound sales agents working in tandem 24/7
A B2B services company couldn't hire fast enough to keep up with both inbound support and outbound sales. We deployed two specialized agents that work in tandem around the clock.
B2B Services Company
24/7
Coverage
from 9-6
44
Outbound meetings / mo
from 32
92%
CSAT
from 78%
The challenge
Inbound support backlogged during peak hours, outbound sales stalled, and hiring couldn't scale fast enough to keep up with demand on either side.
What we did
- →Deployed a customer service agent on inbound email and chat — handles tier-1 instantly, escalates complex cases with full context.
- →Deployed an outbound sales agent running personalized sequences and booking discovery calls.
- →Wired both into the company's CRM so every interaction is logged and attributed.
Outcomes
- ✓Round-the-clock coverage on both inbound and outbound — no more peak-hour backlogs.
- ✓38% more outbound meetings booked into the human sales team's calendar.
- ✓92% CSAT on agent-handled support tickets.