Social Tables Case Study
7 min faster ticket resolution
How Social Tables closes support tickets 7 minutes faster by showing customers a video instead of writing instructions.
Key Success Outcomes
Where Social Tables saw the most impact
The Challenge
Every Social Tables customer has a unique event diagram, so the support team needed to give a customized answer fast — and close tickets as promptly as possible.
"It's better if they can see a video while showing them how to use our software. It just saves so many steps."
Caty Black — Customer Care Team Lead, Social Tables
The Zight Solution
Instead of creating a Salesforce case, drafting an email, and attaching a heavy exported file, the support team now drags a file directly into Zight and pastes the auto-copied link straight into the reply. Bug reports go through Zight's Jira integration, adding images or video to a ticket in seconds instead of minutes.
The Results
The team avoids confusion and unnecessary back-and-forth, closes tickets faster, and keeps customer satisfaction high — aiming for a 13-second response time including greeting and resolution.
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