Customer Success Stories

Our mission is to help brands make their customer experience incredible

See how other companies are transforming their customer service with EdgeTier. They're tackling issues in real time, understanding customer sentiment, and giving agents tailored, data-driven coaching.

Nick Brazitis

"We love that the EdgeTier team is very hands-on. It is also exciting to be able to influence the future capabilities of the tool."

Nick Brazitis small
Nick Brazitis
Global Customer Care Manager, Abercrombie & Fitch
novibet

"Novibet has saved close to six full-time employees during the last six months from efficiencies."

EdgeTier x Novibet Testimonial - Customer success story
Afroditi Pina
Director of Customer Service, Novibet
Haley Abbott

"The average response time for post-booking type emails is about five hours. Previously, it was over 24 hours."

Haley Abbott - Belmond
Haley Abbott
Project Manager & Salesforce Program Manager, Belmond
Robert Davies

"We relaunched our entire web and mobile platform earlier this year. Within the first few hours of go-live, EdgeTier flagged 3 critical issues that would have gone completely unnoticed."

Robert Davies
Robert Davies
Consultant, PowerPlay
Vladimir Greavu

"We are now able to proactively identify the main complaints that the customers are having about our product."

Vladimir Greavu
Vladimir Greavu
Director of Customer Service, Berlin Brands Group
Deborah Guivisdalsky

"EdgeTier’s platform has allowed us to deliver better customer experience!"

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Deborah Guivisdalsky
COO, Codere
James Waghorn

"EdgeTier has improved data visibility and has ultimately helped us understand our business better"

James Waghorn small
James Waghorn
Director of Customer Contact, Cartrawler

"Each manual sentiment form took about 30 seconds per interaction. EdgeTier automating that process, we’re saving that time on every single contact — hours of time reclaimed every week."

Jack Orbell
Jack Orbell
Continuous Service Improvement , TUI
Giovane Nicolau Junior

"EdgeTier is really shining when it comes to responsible gambling. We can proactively track critical issues and take actions, reducing human error."

Giovane Nicolau - Kaizen
Giovane Nicolau Junior
Head of Operations Performance, Kaizen
Quentin Bottner

"12 months ago, payments accounted for more than 20% of our total contact volume. EdgeTier helped us drill into the root causes. Now, payment contacts are down to 12–13%"

Quentin Bottner
Quentin Bottner
Head of Continuous Service Improvement, TUI