Abby: supporting a growing support team

Abby: strengthening customer support independence and performance

Client overview

Client: Abby
Sector: Accounting and invoicing software
Mission: Strengthen customer support to handle growth and maintain high satisfaction
Audience: Entrepreneurs and small businesses

Abby develops intuitive accounting and invoicing software designed to make administration easier for freelancers and very small businesses. With a growing user base, the company needed to strengthen its support team to answer requests faster while helping agents develop their skills and work more independently.

The challenges

Abby faced two needs: handle a growing volume of requests and make its support team more independent. The aim was to maintain customer service quality while helping support agents resolve tickets without constant reliance on the internal team.

The GetHumanCall solution

GetHumanCall supports Abby’s daily customer relations by providing comprehensive assistance to software users.

How the team is organised

• First-line assistance: answering common questions and handling routine tickets.
• Personalised guidance: helping entrepreneurs get started with and adopt the software.
• Quality monitoring: reviewing interactions and checking responses regularly to maintain a high standard of service.

Results

• A stronger team: one additional dedicated support colleague, improving service continuity.
• Greater capacity: smoother handling of incoming tickets, including during busy periods.
• Consistent quality: service standards maintained as volumes increase.

Next objectives

• Reach a CSAT score of 95%.
• Build lasting independence across the support team.
• Prepare for the next increase in demand so growth can be handled without a drop in quality.

Client testimonial

“Thanks to GetHumanCall, our support is more structured and responsive. The team has become more independent and efficient, which is reflected directly in our users’ satisfaction.”
— The Abby team