ElevenLabs — Freedom Forever cuts customer support costs by 90% using ElevenLabs Agents

Freedom Forever, a major U.S. residential solar installation company, has significantly optimized its customer support operations by implementing ElevenLabs' conversational agents, resulting in a 90% reduction in cost per call and a 50% reduction in human agent headcount. Facing challenges such as inconsistent call volumes, high abandonment rates, and long hold times, especially during peak seasons, the company sought a more efficient solution for managing support calls. ElevenLabs provided a unified, low-latency voice interaction platform that integrates seamlessly with existing infrastructure, allowing for quick prototyping and deployment within a week. This system enables instant responses, reduces call abandonment rates from 40% to nearly zero, and supports both English and Spanish, including Puerto Rican dialects, with seamless hand-offs to human agents when necessary. As a result, Freedom Forever now handles higher call volumes efficiently without increasing staff, and is also exploring outbound sales agents to enhance lead engagement and customer inquiry follow-ups.

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