The Brightrose Effect: 54% Cost Reduction by Transforming Customer Support

AI has revolutionized customer support - handling up to 80% of routine inquiries with speed and precision. But the remaining 20% of complex, sensitive, or high-stakes issues still require human support. For many businesses, that’s where costs spiral: keeping large in-house teams for a fraction of cases.

One Brightrose client faced this exact challenge. Their AI tools managed the bulk of inquiries, but the human layer was expensive and inefficient. The risk? Rising costs, slower response times, and declining customer satisfaction.

Brightrose delivered a cost-efficient solution: outsourcing the human element to tenured Brightrose support agents. Experienced across industries, these agents blended seamlessly into the client’s brand voice while focusing on the most critical customer moments. The result? A 54% reduction in support costs - without compromising empathy or resolution quality.

Here’s how:

1. Right-sized human coverage – Scaling only where AI stops short.

   
   

2. Tenured agents – Skilled professionals for complex escalations.

   
   

3. Seamless workflows – Precision routing between AI and human support.

   
   

4. Performance visibility – Dashboards to monitor cost savings and outcomes.

   
   

5. Customer-first focus – Faster, more empathetic responses when it mattered most.

   
   

According to Zendesk’s 2025 CX Benchmark Report, blending AI with efficient human support can cut costs by 40% - this Brightrose client outperformed the benchmark.

Efficient AI where possible, empathetic humans where essential. That’s the Brightrose Effect.

FAQS: Jump-Starting Growth for SMB

& Mid-Market Tech Companies

What are the key levers SMB and mid-market tech companies can pull to jump-start growth?

Growth accelerates when companies tighten their value narrative, strengthen their demand engine, build trust with buyers through proof and educational content, and ensure their tech stack can scale. Focusing on these fundamentals creates faster pipeline, clearer visibility, and better investor confidence.

Why do growing companies often turn to external growth operators or advisors?

Founders and operators tap outside expertise for battle-tested playbooks, faster execution, and access to specialized talent without committing to full-time hires. Advisors can also accelerate connections to proven resources, strengthen operational rigor, and help companies avoid costly trial-and-error.

How can SMB and mid-market companies scale growth without building a large internal team?

Fractional teams give companies instant access to senior expertise across demand gen, CRM, lifecycle, analytics, and content—at a fraction of the cost of hiring full-time leaders. This approach delivers a fully functioning growth engine that scales with business needs and budget.

What areas should founders prioritize first for the biggest impact?

Start with the essentials: clear positioning, a reliable and efficient demand engine, a scalable tech and data foundation, trust-building content that resonates in digital channels, and transparent reporting. These areas create momentum quickly and compound over time.

How can companies build more confidence with current and future investors?

Investors want visibility and predictability. Companies build trust through transparent reporting, clear pipeline metrics, strong attribution, and proof points such as case studies, customer wins, and validated performance data. Consistent insights and operational discipline reassure investors and support future funding.