95% Faster Replies and Happier Customers: Inside Softorino’s Voice AI Story

“When we first tested Voice AI customer support from SupportYourApp, our honest reaction was ‘wow’ — it picked up calls instantly and took care of routine questions that usually eat up our team’s time.”

— Josh Brown, CEO at Softorino

Softorino is an app development company that’s been creating unique, intuitive solutions for macOS, iOS, and Windows since 2014. With over 15 million downloads worldwide, each of their tools is designed to simplify everyday device use. Their flagship product, WALTR PRO, makes it easy to transfer files of any size and format to an iPhone or iPad. 

Our partnership with Softorino goes back 15 years, to the very beginning of SupportYourApp’s history. Initially, they decided to outsource email, chat, and phone customer service to us, but in the last 3 years the focus has been on emails and chat only.

Over time, the client realized that traditional phone support was not the most effective solution for their team. Yet, Softorino’s users continued to show a strong demand for voice support.

Nearly 60% of customer inquiries focused on a single recurring topic that our support consultants spent most of their time handling. 

The challenge was that many of these inquiries came in after hours or overnight, during shift changes. This led to inconsistencies in communication, longer response and resolution times, and lower CSAT.

To overcome this, Softorino needed:

• 24/7 voice support, especially for after-hours and overnight requests 
• Faster replies
• Accurate, consistent communication
• Automation of repetitive queries to prevent consultant burnout

Since the client had already moved away from traditional phone support, we offered them one of our Voice AI agent solutions as a smarter, scalable alternative.

The Solution

Using the knowledge base of all Softorino products, we developed an AI Voice assistant that could provide 24/7 voice support and: 

• Instantly pick up calls
• Record and verify a caller’s email
• Answer simple product questions and guide users through basic troubleshooting
• Resolve requests or escalate them to a human consultant
• Automatically save transcripts, call summaries, and tags
• Create tickets directly in Softorino’s CRM

In addition, the Voice AI agent generated performance reports three times a week, delivering insights on key metrics such as First Reply Time, Resolution Time, and CSAT scores.

As we analyzed call patterns, it became clear that most users reached out not only with general questions about Softorino products, troubleshooting, or FAQs, but with issues that required manual assistance in Softorino’s back office. 

To address this, we developed an enhanced agent capable of connecting to the admin console, checking users’ status and assisting with updates. This latest version is already live and is continuously refined for greater accuracy and efficiency.

In parallel, during the past year, Softorino has been using our Quidget AI Agent on their website to automate first-level customer support through live chat.

The Results

Here are the improvements that Softorino saw after our implementation of the conversational Voice AI agent.

The results of the Voice AI agent were clear from the start. Response times dropped to near-instant, resolutions became faster and more consistent, and customer satisfaction rose to its highest level. Softorino’s team could focus on complex cases while routine inquiries were handled automatically, ensuring both efficiency and a seamless customer experience.

“We tested SupportYourApp’s Voice AI with our users and were surprised by how naturally it handled routine license lookups and common questions. It picked up calls instantly, verified user details, and saved our human team from a lot of repetitive work. Even in the pilot stage, it showed real potential to cover 24/7 phone support — something we couldn’t justify doing with live agents before.”

— Josh Brown, CEO at Softorino.

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