How Rebrandly scaled support with AI—cutting tickets by 50% and resolving 16,000 conversations (so far)

Rebrandly, a technology company with a global remote team of around 50 employees, specializes in creating branded short links that enhance trust and engagement, essential for high-volume marketing teams. To maintain trust and efficiency at scale, Rebrandly implemented AI-powered Zapier Chatbots to automate support and reduce manual workload, achieving a 50% reduction in support tickets and resolving over 16,000 customer conversations automatically. This automation has allowed the company to manage enterprise escalations efficiently and ensure high-priority alerts are addressed promptly, using tools like Slack, Jira, and Telegram. Additionally, Rebrandly integrates AI into its product and engineering workflows to expedite processes like generating PRDs and sprint updates, ensuring rapid deployment and iteration. The use of AI and automation has not only improved customer experience but also enabled Rebrandly to operate with the agility of a much larger organization.