Case Study: Greenhouse increases CSAT 10% with training and MaestroQA
Key results
The challenge
Greenhouse, a talent-acquisition software provider with 800+ employees, supports mostly non-technical HR professionals on a technical product through email and live chat. The absence of vocal cues in text channels made customer issues harder to understand, lengthening troubleshooting and lowering CSAT. Its AI chatbot achieved a 30% self-help rate, but most users still preferred a live agent.
The solution
Greenhouse took a two-pronged approach: agent training focused on active listening and confirming understanding before offering solutions, paired with a scalable QA program in MaestroQA to monitor performance, build trust, and surface coaching and retraining opportunities.
The results, in context
Greenhouse saw a 10% increase in CSAT. Regular coaching based on QA insights improved agent engagement, and ongoing QA work surfaced content gaps in training materials and the knowledge base that the team then closed.