Case Study
95% Faster Replies: Softorino's Voice AI Story
For app developers that need to offer 24/7 phone support
Updated on September 30, 2026
Services
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AI Voice Agent
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AI Development
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CRM Integration
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Reporting Configuration
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Email Support
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Live Chat Support
About the Company
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. 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. Softorino had stepped back from traditional phone support, but users still wanted to call. They turned to SupportYourApp for a Voice AI agent that could pick up the phone around the clock.
"When we first tested Voice AI customer support from SupportYourApp, our honest reaction was "wow." It picked up calls instantly and took care of the routine questions that usually eat up our team's time."
Josh Brown
CEO at Softorino
Challenges
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Repetitive single-topic requests
Nearly 60% of customer requests centered on a single recurring topic. Support consultants spent most of their time answering it, which left less room for complex cases and put the team at risk of burnout.
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After-hours and overnight gaps
Many requests came in after hours, overnight, or during shift changes. Handoffs at those points led to inconsistent answers, longer response and resolution times, and lower CSAT.
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Voice demand without phone staff
Softorino had moved away from traditional phone support because it wasn't working well for the team. Users kept asking for voice support, and staffing live agents for 24/7 phone coverage wasn't something the client could justify.
Solution
SupportYourApp built a Voice AI agent on Softorino's product knowledge, then expanded it as call patterns showed where users needed more help.
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Knowledge-based Voice AI agent
SupportYourApp built an AI Voice assistant on the knowledge base for all Softorino products. It picks up calls instantly at any hour, answers simple product questions, and walks callers through basic troubleshooting.
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Caller verification and CRM tickets
The agent records and verifies each caller's email, then creates a ticket directly in Softorino's CRM. Transcripts, call summaries, and tags are saved automatically with every call.
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Human escalation for complex calls
When the agent can't resolve a request, it escalates the call to a human consultant. Softorino's team handles the complex cases while routine calls get resolved automatically.
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Reports three times a week
The Voice AI agent generates performance reports three times a week, tracking First Reply Time, Resolution Time, and CSAT scores.
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Admin console connection
Call analysis showed many users needed manual help in Softorino's back office. An upgraded agent now connects to the admin console, checks user status, and assists with updates. It's live and still being refined for accuracy.
Results
95%
Faster first reply time, from 1-2 minutes to under 5 seconds
70%
Faster resolution time, down from 15-20 minutes to under 5
43%
CSAT gain, from 3.5 to 5.0
Alongside the voice work, Softorino has used the Quidget AI Agent on its website for the past year to automate first-level live chat support.
Eugene Gordienko
Chief Technical Officer
Posted on September 30, 2026
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490 AI-handled chats in January, with no new hires
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