Case Study: MeisterTask Takes Quality Score to 99.2% With Crescendo

MeisterTask is a cloud-based task and project management software that helps teams and individuals organize, manage, and collaborate on tasks in a simple, visual, and customizable environment. It is known for its intuitive user interface and flexible Kanban-style project boards.

The Challenge

Since 97% of customers expect rapid responses, CX teams face constant pressure to deliver. Expanding globally adds another layer of complexity, requiring support across multiple languages and time zones, often at a higher cost.

Meister, a leading task and project management platform, encountered these challenges first hand as their user base grew.

Known for exceptional service and personalized concierge support for top-tier customers, the company prioritized multilingual support, a key factor in retention, as 75% of customers are more likely to stay with a brand that offers support in their native language.

As ticket volumes surged, Meister struggled to maintain high-quality service without significantly increasing costs. Their global expansion presented a growing need for multilingual support, and a rising backlog.

“The platform is performing really, really well. It has completely transformed our support operations, helping us clear a massive backlog and maintain top-tier service. The blend of agents and AI-powered automation makes everyday feel like the slow season for our internal support team.” — Thomas Mayerhofer, Customer Success Team Lead

The Solution

Meister partnered with Crescendo to deploy the Augmented AI platform, delivering cost-effective, scalable multilingual support.

The AI-powered CX assistant instantly handled routine enquiries, while complex cases were escalated to multilingual associates for expert resolution. This hybrid model ensured fast, accurate support without overloading internal teams.

The Results

• 67% of enquiries handled by the AI-powered CX Assistant, allowing support teams to focus on complex cases and elite-tier customers.
• Maintained a 99.2% quality score, driven by continuous improvement through 100% automated interaction monitoring.
• Cleared a backlog of 1,000+ tickets within weeks, bringing the internal support team up to date and making it “feel like their slow season”.
• Enabled exceptional multilingual support at scale with the CX Assistant and seamless human associate hand-offs.

By integrating Augmented AI, Meister’s support team improved response and resolution times, eliminated bottlenecks, and enhanced customer satisfaction across every customer tier – all without increasing costs.

The scalable, rapidly deployable system enabled expansion of world-class task management solutions globally, while maintaining excellent service quality and a backlog-free support operation.

This blog post has been re-published by kind permission of Crescendo – View the Original Article

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Author: Crescendo