The Ticket That Shouldn't Exist: How KOHO Cut Contact Volume by 75%
Fiona Green
Director of User Success, KOHO
Samuel Lima
US Customer Success Lead & AI Strategist
Watch the webinar
Most support teams are measured on how fast they close tickets. KOHO asked a different question: which contacts should never have existed? Fiona walks through what didn't work first, the reframe that got product, tech and security in the same room, and three questions to take back to your team. Fiona will share how KOHO:
37 minutes
The Ticket That Shouldn't Exist: How KOHO Cut Contact Volume by 75%
Fiona Green
Director of User Success, KOHO
Samuel Lima
US Customer Success Lead & AI Strategist
About the webinar
Most support teams are measured on how fast they close tickets. KOHO asked a different question: which contacts should never have existed? Fiona walks through what didn't work first, the reframe that got product, tech and security in the same room, and three questions to take back to your team. Fiona will share how KOHO:
Reframed every support contact as a failure in the user journey, and tied contact volume to failed transactions and churn
Replaced broad manual tagging with a diagnostic layer that broke login issues, about a quarter of all conversations, into actionable sub-issues
Rebuilt account recovery as a self-serve flow with a cross-functional team, cutting contact volume by 75% with flat agent headcount
The guest
Fiona Green
Director of User Success, KOHO
Fiona leads User Success at KOHO, the Canadian fintech serving over two million customers. Her team turned contact volume into a metric shared across product, tech and security, and now signs off on every product proposal.
KOHO
Fiona Green shows how KOHO treated every support contact as a journey failure, and cut inbound volume by 75% while the customer base grew.
Watch the webinar
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