How We Calculate Your Customer Support ROI: Our Methodology

Transparency is vital to us. We want you to trust the numbers, so we are sharing exactly how the math works in the background.

We do not use complex calculations. We use your data to compare what you spend now versus what you could save with our intelligence layer.

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To generate a custom estimate that fits your business, we look at these specific inputs:

• Number of Agents: The total count of support staff currently on your team.
• Agent Salary: The average yearly pay for one person on your team.
• Tickets Per Month: The volume of customer requests you receive monthly.
• Deflection Rate: The percentage of tickets you expect us to resolve automatically.
• Growth Rate: How much you expect your company to expand year over year.

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Here is the exact step-by-step logic we use to calculate your final return on investment.

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Step 1: Get the Total Yearly Tickets

First, we calculate the total volume of work your team faces in a full year.

• The Math: Tickets Per Month × 12 = Total Yearly Tickets
• The Scenario: If you get 2,400 tickets a month, that equals 28,800 tickets per year.

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Step 2: Calculate the "Current Cost Per Ticket"

Next, we figure out exactly how much it costs to solve one single ticket right now.

• The Math: (Number of Agents × Agent Salary) ÷ Total Yearly Tickets
• The Scenario: If you have 20 agents paid $65,700 each, your total salary spend is $1,314,000. Divided by 28,800 tickets, your current cost is $45.63 per ticket.

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Step 3: Calculate "Cost With QueryPal"

Now, we calculate your new expenses. We split the tickets into two piles: those we resolve automatically and those humans handle.

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Let’s assume for this scenario that you set the Deflection Rate slider to 70%.

• Part 1 (QueryPal Cost): We automate 70% of your tickets (20,160). At our fixed price of $1.00, this costs you $20,160.
• Part 2 (Human Cost): The remaining 30% (8,640) stay manual. We multiply these by your original cost ($45.63), which totals $394,243.
• The Result: We add Part 1 and Part 2 together ($20,160 + $394,243). Your new total yearly cost is $414,403.

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Step 4 & 5: Calculate ROI (Savings)

Finally, we compare the cost of doing things the old way against the new way with QueryPal.

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We subtract your new efficient cost from the total amount you originally spent on salaries.

• The Math: $1,314,000 (Cost Without) - $414,403 (Cost With) = Total Savings
• The Logic: In this scenario, by utilizing our intelligence layer, you save $899,597 that would have otherwise been spent on manual overhead.

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A note on future growth:

If you enter a Growth Rate, we increase your ticket volume and staff needs by that percentage for future years. However, we keep the QueryPal price flat at $1.00. This shows how prevention scales better than hiring more people.