Assembled is the operating system for modern support teams, offering a workforce management (WFM) platform that enables accurate staffing decisions, ease in scheduling, and visibility into data for improving performance and productivity.
Context
GoFundMe has a mission-critical need for fast response times. Millions of people rely on the platform to launch new businesses, pay medical bills, and raise awareness for important causes. GoFundMe also wanted to invest in its team more heavily by setting aside regular project time for staff to develop their skills while improving the team’s overall operations.
Problem
- As GoFundMe grew, the support team grew more complex — there were more time zones, specializations, and channels.
- The homegrown system started to break, especially as GoFundMe implemented a plan that provided professional growth opportunities for individual agents.
Solution
GoFundMe uses Assembled’s sophisticated scheduling algorithms to generate schedules that balance the company’s email and chat needs alongside project time and meetings for the team.
Result
- With Assembled, GoFundMe scaled its team while maintaining sub-hour response time to customers.
- GoFundMe uses sophisticated scheduling algorithms that automate 90% of its time spent scheduling. Saving two hours a day, every day.
- Assembled’s fully automated forecasts regularly achieve >90% weekly accuracy across email and chat channels.
The best workforce isn’t built, it’s Assembled.
