Customer story
Cutting Support Volume by 66% for RateMyAgent’s Customer Experience Team
When RateMyAgent set out to replace unreliable calling tools, they chose CloudTalk for its seamless HubSpot integration, reliable call quality, and built-in conversation analytics.
Not long after, RateMyAgent released a new feature, causing a spike in support volume: confused customers flooded support with calls, chats, and emails. Instead of guessing what went wrong, the team used CloudTalk’s Conversation Intelligence to quickly identify pain points, update help documentation, and clarify email comms. In just three weeks, they reduced related support calls by 66% and saved hours of team time, proving the power of acting on real-time insight.
Analytics
Call Routing
IVR
What did RatemyAgent achieve with CloudTalk?
66%
Reduction in calls related to the feature
25%
Drop in related chat/email queries
4 hrs
Support time saved in three weeks
Challenge
After launching a new product feature, RateMyAgent’s support team was overwhelmed by calls, chats, and emails. Help docs were in place, but key customer questions were still slipping through.
Solution
Using CloudTalk’s Conversation Intelligence, the team quickly identified trending topics and pain points. They updated help documentation, refined marketing emails, and trained their team using real call data.
Results
Within just three weeks, RateMyAgent reduced calls related to the feature by 66%, cut chat and email volume by 25%, and saved 4 hours of support time—all from analytics.
About RateMyAgent
RateMyAgent is a leading digital marketing platform for real estate professionals. Based in Melbourne, Australia, the company helps agents grow their reputation and visibility through verified reviews, automated testimonials, and social proof campaigns. The platform supports real estate agents, agencies and mortgage brokers across Australia, New Zealand and the United States, while simultaneously helping consumers find the right agent or mortgage broker to work with.
We spoke with Madeline Moloney, Customer Experience Manager (Global) at RateMyAgent, about how her team uses CloudTalk to improve customer experience and reduce support volume.
With a globally distributed support and sales team of 35–40 people, the company needed a communication platform that could flex across time zones, integrate seamlessly with HubSpot, and provide clear insight into what was actually being said on customer calls.
The Breaking Point: Call Quality, Missed Support Windows, and Integration Friction
Before CloudTalk, RateMyAgent had tested—and abandoned—a number of other tools: Aircall, Kixie, Dialpad, and even physical handsets. Said Madeline,
“It was a combination of dropped calls, long connection times, and support that just wasn’t available when we needed it.”
Even worse, when things went wrong, their providers couldn’t offer answers.
“We’d report an issue and get told everything looked fine on their end. Meanwhile, we had customers and agents frustrated on live calls with no fix.”
Madeline also struggled with clunky setups, devices not connecting, and random mic issues that required daily troubleshooting.
“I had people calling me in tears or saying they wanted to quit because their calls wouldn’t connect and it was stopping them from hitting their calls and sales targets. It was a full time job managing our staff across multiple timezones – just trying to make and receive calls effectively. It was exhausting.”
Choosing CloudTalk: A Spreadsheet, a Certified Integration, and a Gut Feeling
Determined not to make the same mistake again, Madeline took a rigorous approach to vendor selection.
“I literally made a telephony comparison spreadsheet. If a solution didn’t tick all our boxes, I didn’t even want to talk to them.”
Her non-negotiables included:
- SMS support in AU & US
- Certified HubSpot integration
- Reliable call recording
- Mobile + desktop apps
- Local server infrastructure
- Flexible call routing (IVR, custom flows)
- AI capabilities and real-time analytics
- Dedicated support and account management during AU business hours
“I even rated things like AI as low, medium, or high capability. I wanted facts, not fluff.”
CloudTalk stood out by checking every box, and delivering right out of the gate.
We trialed CloudTalk and it just worked. At that point, we were so fatigued from switching tools, I didn’t want to test anything else. The timing was right and the experience was smooth.
Why Conversation Intelligence Mattered from Day One
For Madeline, the promise of AI wasn’t about buzzwords, it was about real, usable insight.
“As a customer experience manager, I don’t care how many calls someone makes. I care what was said, and how the customer felt.”
From the start, she saw the potential of AI Conversation Intelligence not just for tracking call volume, but for coaching, quality control, and feedback loops.
Each week I filter for neutral or negative sentiment and review those calls with my team. What went wrong? Could we have explained something better? That’s where the value is.
When a Feature Launch Sparked a Support Spike
A few months after onboarding, the team launched a new product feature, and almost immediately, the support queues lit up.
“We had a new feature released and we had people calling us and asking questions. We also had people chatting and emailing us asking for calls to go through specific issues or questions they were having.”
The support team had already published help articles and trained their AI chatbot to guide users, but something was missing.
We had all of that done, but we were still finding different bits of questions. And we wanted to know how we could update that without going through all of the conversations that we’d had with customers over chat and email and phone calls.
Turning Conversation Intelligence Into a CX Shortcut
To avoid sifting through dozens of transcripts manually, Maddy turned to CloudTalk’s Conversation Intelligence tools. She filtered for calls between the feature’s release date and the following three weeks, and used call summaries, topic trends, and sentiment analysis to pinpoint exactly what customers were confused about—and how often it was happening.
“I didn’t have to go through the whole transcript of each call. I could quickly glance at the summary of the call—but more so even just the questions that were asked. Which was really easy for me to do, and it saved me hours.”
She focused on topics with neutral or negative sentiment to isolate areas of friction and gathered a clean list of high-frequency questions.
From Analytics to Action: Fixing Docs and Clarifying Messaging
With the insights in hand, Madeline took two immediate steps:
- Expanded the help center with new Q&As tailored to the exact language customers were using
- Worked with the marketing team to clarify email messaging that had caused unnecessary confusion
There were two key outcomes there that we were able to get from AI analytics: improving our help docs and tightening the messaging in our emails. Both came directly from what customers were saying on the phone.
What Happened Next: Results in Just 3 Weeks
By comparing the three-week period after implementing the changes to the three weeks prior, Madeline was able to clearly measure the impact:
- 66% reduction in support calls about the feature
- 25% drop in chat and email queries on the same topics
- 4 hours of support time saved in just three weeks
- Improved email clarity and fewer follow-ups
- More targeted internal coaching based on real call data
“We were able to find that we reduced the number of calls with those topics in them with our support team by 66%.”
Long-Term Gains, Powered by Customer Insight
Although Madeline plans to continue tracking results over time, the early success has already proven the value of acting on real-time insights from customer calls.
“If customers can self-serve more effectively, we’ll continue to see long-term impact. But even in the short term, this was such an efficient way to surface key issues early and use real call data to quickly improve the experience.”
CloudTalk is a data-driven solution for exceptional customer experience and intelligence is a key part of it.
Schedule a demo today and find out for yourself.
