Dialpad × Shopmonkey
Dialpad x Shopmonkey: Rebuilding a support team that was quietly losing every call
Average speed to answer: 20 seconds (down from an unreliable, call-dropping system)
Silent call failures to visible, reliable support
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Why it works
The story earns its Turnaround tag because the before-state was actively broken: calls failed silently, voicemails vanished, and churn data reflected the damage. The 30-40% call volume jump in week one is a sharp, counter-intuitive proof point that makes the failure concrete without requiring the vendor to manufacture a dramatic number. The piece also layers a secondary Efficiency story through the QA scorecard improvement (low 80s to 92%, 4x more calls scored per session) without letting it overshadow the core reversal.
Steal this
Use the suppressed-demand reveal: when a metric jumps at launch, reframe it as proof of prior failure rather than new growth. 'We didn't create demand, we uncovered it' is a far more credible and memorable hook than a standard before/after comparison.
Click to enlarge ↗ This is editorial commentary and curation. The case study, screenshot, and all metrics are Dialpad's published work; we link to the source and lead with our analysis.