Zywave

Zywave, a fully remote organization, has built a strong reputation for excellence in customer support, earning four Stevie Awards in 2024, including Best Customer Support Department and Best Customer Service Leader. Despite their success, Zywave’s leadership, led by Emre Tekoglu, VP of Customer Support, recognized a major untapped resource—the vast amounts of data hidden within customer interactions. However, making sense of this data presented significant challenges.

Challenges: The hidden gaps in customer support data

The Zywave Customer Support team faced three critical hurdles:

1. Inadequate performance metrics
   
   Traditional Customer Satisfaction (CSAT) scores provided a narrow and often misleading view of customer experience, with only 4% of customers providing feedback. Relying on such limited data created blind spots in assessing team performance and understanding customer sentiment.

2. Missed opportunities in voice of the customer (VoC) insights
   
   With 5,000 customer cases per month, extracting meaningful trends was overwhelming. The manual tagging process for identifying key customer concerns was both inaccurate and time-consuming, preventing the team from acting on real customer needs effectively.

3. Information gaps due to meeting overload
   
   The team participated in over 100 meetings per month, including internal syncs, customer calls, and cross-functional discussions. Critical insights were often lost in the sheer volume of information, making it difficult to ensure alignment across teams.

The solution: Leveraging Spiky for smarter, data-driven support

To overcome these challenges, Zywave turned to Spiky, an AI-driven platform designed to extract actionable insights from customer interactions. By implementing Ask Scribe and Real-Time Feedback, Zywave transformed its approach to support operations.

Key benefits and impact

• 100% meeting visibility
  Leadership could now access insights from every discussion, ensuring no valuable information was overlooked.

• Instant access to critical meeting information
  Instead of manually reviewing hours of recordings, leadership could ask Spiky specific questions, such as “What were the red flags from the candidate interview?” or “How did the team collaborate with R&D on Project X?” and receive instant, contextual summaries.

• Time and cost savings
  Data accuracy improved from 60% to 90%, while the team saved 10,000 minutes of manual work per month, significantly reducing labor costs.

• Boosted team morale and recognition
  AI-powered, human-like messaging helped create personalized thank-you notes and recognitions, increasing employee engagement. As a result, the team’s Net Promoter Score (NPS) rose by +10 points to 65.

• Stronger cross-functional alignment
  By automatically summarizing key takeaways from meetings, Spiky helped Zywave ensure that critical updates reached all relevant stakeholders, improving collaboration between customer support, product, and R&D teams.

What’s next: Expanding AI-powered customer insights

Encouraged by these results, Zywave is expanding its use of Spiky beyond meetings to include chat and email conversations. Future initiatives will introduce:

• Customer conversation analysis
  AI-powered summaries of customer interactions will help leadership identify key trends, sentiment shifts, and actionable insights at a glance.

• AI-driven QA scoring
  Spiky will integrate with Zywave’s QA system to analyze 100% of support cases, replacing traditional CSAT scores with a data-driven quality assessment. This will save support managers 15-20 hours per week while ensuring consistent and accurate performance evaluation.

Conclusion: A game-changer for customer support

By adopting Spiky, Zywave has revolutionized its customer support operations—moving from reactive feedback collection to proactive, AI-driven decision-making. With improved efficiency, better alignment, and deeper customer insights, Zywave is now setting a new standard for data-driven customer support excellence.

As Emre Tekoglu puts it:

"Spiky has been a game-changer for Zywave Customer Support. I no longer worry about missing details from important meetings—Spiky makes everything accessible, actionable, and human. From crafting personalized thank-you notes to analyzing customer sentiment, Spiky ensures our leadership and teams stay informed, aligned, and empowered to make smarter decisions."

With Spiky’s continued innovations, Zywave is well on its way to redefining what award-winning customer support looks like.