How Marquiz Cut FRT by 70% and Reduced Agent Workload With Ordemio AI Support Agent

TL;DR
Marquiz, a leading quiz-creation SaaS, was drowning in repetitive setup and integration questions. After rolling out the Ordemio AI support agent, they cut first-response time from 2:08 to 0:37 (≈70% faster), deflected around 28% of chats, and reduced dialogues per agent by 12–29%, while keeping CSAT stable and coverage running 24/7 in Russian and English.

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Every SaaS team knows the pain of repetition.

“How do I connect my CRM?”

“How do I publish my quiz?”

By mid-morning, the inbox fills with déjà vu.

For the team behind Marquiz, a quiz-creation platform used by marketers and founders, hundreds of near-identical questions ate up focus — leaving little time for deeper support or customer success work.

Before the Ordemio AI Support Agent: Repetition on Repeat

In 2024, their first-line agents handled more than 5,500 tickets a month.

Most were setup or integration questions. During peak hours, response times stretched to 2–3 minutes, and agents had no bandwidth for proactive outreach.

CSAT remained flat — users weren’t unhappy, but the team wasn’t scaling either.

Rolling Out the Ordemio AI Support Agent: Fast, Collaborative, Human

The decision to implement the Ordemio AI support agent came from marketing and support leadership together.

Technical integration took one week, followed by two weeks of training and tone tuning on Marquiz’s real conversations, templates, and docs.

They started small: two chat widgets — one live, one AI. After testing them side-by-side, the AI widget proved faster and more consistent.

By the end of the month, the Ordemio AI support agent became the single entry point, with seamless handoff to humans when needed.

“The AI sounded like us. That mattered more than anything,”

said the CSM lead.

The ‘Aha’ Moment: 150 Conversations, Zero Complaints

Within the first week, the Ordemio AI support agent handled around 150 real conversations — freeing agents to focus on tricky quiz logic and integrations instead of copy-pasting answers.

The fear of being replaced turned into relief:

“We realized AI wasn’t taking our jobs — it was giving us back the time to do them better.”

The Results: Faster, Lighter, More Human

• FRT: ↓ from 2:08 → 0:37 (≈70% faster)
• Deflection: ~28% of chats handled end-to-end by the Ordemio AI support agent (early weekly data, RU/IO).
• Workload: Dialogues per agent ↓ 12–29% across lines.
• Coverage: Russian + English, 24/7.
• CSAT: Stable.

Agents now handle fewer tickets but more meaningful ones. The team also used chat data from the Ordemio AI support agent to clean up their knowledge base — cutting repetitive questions even further.

The Takeaway: Automation That Feels Human

When automation works with your team — respecting tone, timing, and transparency — it becomes a multiplier, not a threat.

For Marquiz, the win wasn’t just faster replies; it was focus restored.

FAQs

How did Marquiz reduce support workload with the Ordemio AI support agent?
By routing repetitive questions — like “How do I connect my CRM?” or “How do I publish my quiz?” — through the Ordemio AI support agent, Marquiz deflected around 28% of chats and reduced dialogues per agent by 12–29% without hurting CSAT.

How much faster did the quiz support team respond after implementation?
First-response time dropped from 2:08 to 0:37, making answers feel instant even during busy hours.

How long did it take Marquiz to get value from the Ordemio AI support agent?
Technical integration took about one week, followed by 1–2 weeks of scenario building and tone tuning. Within the first week in production, the AI handled ~150 real conversations, giving the team immediate relief.

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