45% Faster Replies with SupportBrain: Obris Agency Customer Support Case Study

Detailed project histories

Every ticket was tied to a client project with weeks of design notes, plugin changes, and hosting updates behind it. An agent picking up a ticket had to read the whole thread first, which added minutes before they could start writing a reply.

Recurring setup questions

Many tickets asked the same things: how to connect a domain, why a contact form stopped working, or how to edit a CMS page. Agents had to manually search internal docs for the right steps, which added extra time before they wrote a reply.

Consistent replies across shifts

Obris's agents responded to clients with very different technical backgrounds, from startup founders to small shop owners. Tone and level of detail varied from agent to agent, and new hires needed several weeks before they could reply on their own.

Short summaries of long threads

The Brief tool turns a long project thread into a short overview of the client's request and the fixes attempted so far. An agent stepping into a ticket reads a few lines instead of weeks of messages and starts working right away.

Answers from Obris's own docs

Our team turned Obris's internal guides on domains, forms, hosting, and CMS edits into a structured knowledge base. When a ticket opens, SupportBrain finds the matching answer and drafts a reply. The agent checks the steps, edits if needed, and sends.

Shared tone and custom rules

Rephrase adjusts each draft to the client's technical level without changing the facts. Obris added its own rules through Tune, like linking the client's staging site in every bug reply. New hires work to the same standard from their first week, and a person still approves every reply.

Weekly QA and reporting

SupportYourApp's team reviews drafts every week, updates the knowledge base when Obris changes a process, and logs every fix. Obris managers use SupportBrain's reports to see which tools agents rely on and where the docs need more detail.