Support Scales With Speed
xCloud boosted their customer support with 25% faster responses and 30% higher resolution rates.
xCloud resolved 5,128 tickets with 30% higher resolution rates
For xCloud, managing support for the product required a system that simplified onboarding and strengthened collaboration. With Fluent Support, their 20-member team streamlined workflows, sped up responses, and achieved a 25% faster response time and 30% higher resolution rate.
Company
xCloud, a part of Startise, provides next-gen hosting and server management solutions.
Location
Milton, DE 19968-1008, USA
Website
The Challenge: Scaling Support
As xCloud adoption grew, ticket volumes surged. xCloud’s 20-member team struggled to balance speed and quality while keeping workflows consistent.
They needed a ticketing system that could standardize processes, simplify onboarding, and provide clear visibility into performance so they could respond faster and close more tickets.
The Solution: Fluent Support
xCloud adopted Fluent Support to transform customer support. Its intuitive interface helped new agents get up to speed quickly, while advanced features empowered the team to handle higher volumes with confidence.
“Fluent Support has significantly improved our workflow with their key features”.
Rafin Khan
Head of Support & Product at xCloud
Key features that transformed their workflow:
Advanced ticket tagging
Saved replies & internal notes
AI-generated responses
Performance insights
Ticket tagging, saved replies, internal notes, and the AI Assistant making collaboration seamless and responses faster.
While the analytics dashboard is especially valuable for tracking daily performance, monitoring support quality, and identifying ways to improve response times.
Performance improvements
Since adopting Fluent Support, xCloud has achieved clear improvements across key metrics:
Resolved 5128 complex tickets through an optimized system
25% faster response time with quicker customer engagement
30% higher resolve rate with more first-contact closures.
Smoother workflows with improved visibility and teamwork.
A Stronger Support Culture
Fluent Support is now a cornerstone of xCloud’s support operations. By fostering knowledge sharing, consistency, and AI-powered guidance, the platform has enabled a culture of collaboration and continuous improvement—helping the team deliver faster, more effective, and more reliable customer service.
“Fluent Support has become an essential part of our support operations”.
Rafin Khan
Head of Support & Product at xCloud
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