Belfry's Growth Unlock: Scaling Chat Support on Autopilot With Maven AGI

Challenge

Launching Round-the-Clock Chat Support Without Adding to the Payroll 

After acquiring a fresh Series A, Belfry was ready to enter the next stage of scale. Customers felt the buzz too: more and more security companies were logging into the all-in-one platform to streamline their operations.

The catch? This surge in adoption put more pressure on Belfry’s CX team. Within six months, tickets had doubled as users submitted implementation and training-related inquiries 24/7. Meanwhile, for eager customers, this often meant waiting until business hours to get answers to their pressing questions.

Senior Director of Customer Experience, Alex Turkovic, quickly realized his team needed to scale up their resources to meet this new demand. Yet, like any margin-conscious post-sales leader, he didn’t want to solve the problem with headcount alone. He suspected Belfry’s CX team could grow more efficiently with AI, specifically through an in-platform AI bot.

By incorporating AI into their workflows, Alex’s nimble team could extend their top-notch support to every new customer the second they needed it, no matter what time of day. These self-serve options would also reduce the team’s ticket queue and buy back some leeway for high-touch support issues, like back-end configurations and bug fixes.

To navigate the crowded AI space as strategically as possible, Alex made a hard-and-fast checklist. His new AI vendor must do three things:

• Leverage Belfry’s robust body of help documentation to meet the same quality bar as human agents

• Adhere to rigorous security and compliance protocols, especially when it comes to sensitive payroll and employee information

• Provide transparent performance reports for regular system improvements and knowledge documentation updates

After vetting multiple providers who couldn’t deliver on these asks, Alex discovered Maven AGI. When the Maven team laid out several short- and long-term use cases for Belfry during a routine demo call, Alex knew he’d found a partner truly committed to his team’s success. So, he jumped in.

“We needed a way to show up for onboarding customers without overwhelming our ticket queue. Maven gives us back a lot of breathing room.”

Solution

Entrusting Agent Maven™ With After-Hours Chat Inquiries

Onboarding was just as hands-on and thorough as the sales process. After a turnkey integration with Zendesk, the Maven team systematically walked Alex through the AI training, helping his team write prompts and map out workflows while advising on best practices at every step.

The result is a powerful and Belfry-branded version of Agent Maven™ that the company’s customers know as “Belle.” According to Alex, this in-platform chat agent multiplies his team’s capacity, giving users comprehensive and on-demand responses on everything from payroll setup to employee scheduling. And because Agent Maven™ pulls its information directly from Belfry’s knowledge documentation and conforms to strict security and compliance standards, Alex always knows he’s keeping customers’ data safe.

Even better, Agent Maven™ is only getting smarter over time, as Maven’s user-friendly dashboard makes clear. Alex logs in to monitor everything from improving response and accuracy rates to the growing number of tickets Agent Maven™ now handles autonomously. His team has also built a “thumbs up/thumbs down" prompt into every chat to validate these metrics and affirm that customers also see the value.

Many of these wins reflect Agent Maven™’s ability to constantly learn and self-optimize. But Alex also relies on the dashboard’s intel to see which questions the agent isn’t equipped to answer yet and retrain it. When he notices these gaps, his team can supplement Belfry’s help content with new articles and videos that boost chat performance and raise the overall quality of their CX communications.

“Maven has the knock-on effect of offering a more holistic view of our support function,” Alex explains. “Now, we can zoom in on blind spots and update our help messaging to better align with the questions customers are asking.”

So far, these large-scale system improvements are building trust across Belfry’s user base. Despite knowing they’re talking to AI, some customers are so satisfied with Agent Maven™’s high-quality and intent-aware answers that they keep coming back with even more questions.

For Alex’s lean CX team, Maven is the ultimate growth hack, empowering them to offer bespoke support across the customer journey. As Agent Maven™ helps users with training and implementation, the team gives their all to the more complex cases that require their personalized care.

“As much as I love Maven’s technology, I’m really in it for the people. From walking us through every integration to laying out Belfry-specific use cases, their team is just so methodical and customer-focused.”

Results

Answering Inquiries Autonomously With High Customer Satisfaction and a Reliable CX Agent Stand-In

With Agent Maven™, Alex built a scalable and cost-efficient in-platform chat function that does the work of a full-time CX agent. Now, Belfry’s post-sales team helps more security companies realize value faster while saving time and keeping headcount lean.

• 72% inquiry resolution rate

• 25% of inquiries fully deflected away from the support team 

Up next? Alex intends to implement Agent Maven™ across more customer touchpoints, turning it into a catch-all CX persona. In the immediate future, it will be the voice of their product newsletters; down the line, he hopes to integrate Agent Maven™ with Belfry’s billing platform to handle complex tasks like configuration changes.

“It’s only been a few months, but I’m excited to keep having fun with the Maven persona we’ve built. I have no doubt that we can train it to take on increasingly sophisticated tasks over time.”