Case Study 01 · Customer Operations
A fast-growing marketplace needed to standardise support journeys across channels—without slowing down regional teams. SuperSoft helped them turn ad-hoc processes into a single, governed blueprint they can iterate in days, not months.
Faster time-to-launch for new support flows
Fewer SLA breaches on key queues
Reduction in manual change tickets to engineering
Of core support journeys versioned and auditable
Ops and CX leads describe the ideal journey in everyday language—entry points, queues, SLAs, approvals, and escalations. SuperSoft turns this into a structured blueprint with entities, channels, and routing rules.
They run sample journeys through the blueprint across chat, voice, and email. Edge cases, queue impact, and agent experience are all tested before anything touches real customers.
Approved blueprints move from sandbox to staging to production with clear owners and change history. Live metrics feed back into the same blueprint, so improving the system is as simple as editing the design and redeploying.
SuperSoft converts natural-language blueprints into Superpowers-native modules—governed, orchestrated, and prepared to run critical operations.
SuperSoftBuild stronger relationships with customers by engaging them across their favorite channels, with instant access to chat, social, voice, and video tools.