GrowthLabs went from zero to resolving real tickets in under an hour on day one
Key metrics
time to deploy
resolution rate
cost savings
David Kim
Support Team Lead, GrowthLabs
Setup took less than an hour. We were resolving real tickets the same day we deployed.
David Kim
Support Team Lead
GrowthLabs is a marketing automation platform helping mid-market companies optimize their customer acquisition and retention funnels. Their lean support team needed to deliver enterprise-grade support without enterprise-grade headcount.
The challenge
GrowthLabs was growing fast with a lean team. Their three-person support team was stretched thin:
- Ticket backlog growing daily with no budget to hire
- 24/7 coverage impossible — customers in multiple time zones were waiting hours for responses
- Knowledge fragmented across Slack threads, Google Docs, and Notion pages
- Onboarding support consuming the majority of agent time
They needed a solution that would work fast — not one that required months of setup before delivering value.
The implementation
GrowthLabs' deployment was remarkably fast:
- Hour 1 — Connected Intercom and synced their Notion knowledge base
- Hour 2 — Configured basic runbooks for their top 5 ticket types
- Hour 3 — Duckie was resolving real customer tickets in shadow mode
- Day 2 — Switched to live mode after reviewing shadow mode results
The speed wasn't due to cutting corners — Duckie's ability to ingest existing knowledge bases meant GrowthLabs didn't need to create training data from scratch.
The results
Within the first month:
- 74% autonomous resolution rate across all ticket types
- 24/7 coverage — customers in every time zone now get instant responses
- 50% reduction in support costs — the team avoided hiring two additional agents
- Onboarding tickets resolved 5x faster — the most common category went from hours to minutes
The lean team that was drowning in tickets is now focused on product feedback and strategic customer relationships.
Looking ahead
GrowthLabs is expanding Duckie's coverage to include their sales engineering support workflow, where the combination of technical knowledge and fast response times can accelerate their sales cycle.
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