From a team at the limit to AI-powered ops: how Metricool scales CX with Zentesimal
Not every CX team is equally complex. Metricool needed AI that could understand their product, act on the system, and keep the personalized support that had always set them apart. They have it now. Their workers handle more than 15,000 tickets a month, evaluate every conversation, and are winning back churned users at a rate that used to be unthinkable.
Company
Featured
Jose Julio
Chief Customer Officer
Team
Bea · Alicia · Cris · Sara · Sarahí · Óscar
“Our use case is very specific. For years we relied on a human team specialized in our product who delivered personalized support—and that made our case complex. Zentesimal was different because they didn't hand us a generic tool; they built a worker that understands our business, like another member of the team.”
60%60%
of tickets handled by Bruno — 15,000/month
+300%+300%
increase in churn recovery
4%4%
of churned users recovered in the first week
100%100%
of conversations evaluated by the VoC worker
The team that answered everything by hand
Before Zentesimal, Metricool support ran 24/5 completely manually. Fifteen thousand tickets a month, answered one by one, with the stress that comes when response time is a non‑negotiable KPI.
The problem wasn't support alone. The knowledge team tagged conversations manually for insights but could only cover a fraction of volume. On churn, they sent few messages—no personalization, no follow‑up. Not because they didn't want to, but because there wasn't enough human capacity to do it well.
“We had a very aligned, committed team, but volume and pressure to keep response times short created constant stress. It wasn't sustainable long term.”
The depth they couldn't find elsewhere
Implementing AI in Metricool's CX wasn't a simple problem. Their use case requires querying and acting on the back office to resolve tickets—a level of integration generic solutions don't reach.
But the bigger challenge was knowledge. Metricool has years of conversations, internal documentation, and a team constantly accumulating product context. No solution had managed that knowledge with the depth they needed—until Zentesimal.
“Our product is highly specialized. Tickets aren't always solved with information alone—often you need user context and have to do something in the system. We were looking for a solution with that depth, able to specialize like someone on the team, and it wasn't easy to find.”
How Zentesimal built the workers
The starting point was Metricool's knowledge—and Metricool had done that work well. The problem was it was built for humans. Zentesimal built the systems to transform it: detect inconsistencies, find missing knowledge, and remove what's obsolete. The result wasn't just a database—it was a brain.
That brain combines two layers of context. The first is company knowledge: the product, its flows, rules, and use cases. The second is each user's context: how they use the product, what they can access, their history. With both layers, workers can solve complex, specialized problems—not generic answers, but act like an expert CSM who knows each customer in depth. At the scale of millions of users and thousands of tickets per month.
To capture tacit knowledge—the kind that lives in people's heads—a Slack bot interacted with the team and pulled answers from day‑to‑day conversations.
Then came integration. Zentesimal didn't force Metricool to change tools: workers operate inside Crisp, the system the team already used, so the transition was invisible.
“We didn't want to change the team's habits. If Bruno shows up in Crisp as another agent, adoption is natural. The team feels they have a new teammate, not a new system to learn.”
Bruno: the support worker
Bruno now handles 60% of Metricool tickets—chat and email. He escalates only what genuinely needs a human.
But Bruno isn't just a ticket handler. He converts too. He can spot opportunity moments in a support conversation, offer discount coupons in specific cases, and book demos for users who might move from free to paid.
“Bruno doesn't just fix problems—he creates opportunities. That completely changes how we think about support: it's no longer a cost center, it's part of the revenue funnel.”
What's next: taking these wins across the full CX funnel
Jose Julio and his team aren't stopping here. They've seen what AI can do for a well‑trained team—and they're betting on more.
“So far we've only seen the tip of the iceberg. Now we're clear on how AI can make our team much more efficient. So we're going for more.”
Metricool is already designing the next member of their AI team:
The Onboarding worker: value from day one
Metricool's whitelabel accounts need complex technical implementation that's fully self‑service today. The onboarding worker will guide those accounts in a personalized way, shortening time to value and converting users much faster. Óscar will lead this worker.
“We want to give every user a personalized experience and help them get the value Metricool can offer as soon as possible. This worker will help us do that—so whenever they need help, they know we're there.”
What makes Zentesimal different
When Jose Julio reflects on why it worked this time, the answer is not only technical—it is approach.
“The difference is that Zentesimal treats this as progressive evolution. Every worker started copiloting our team as helpers. Once we saw they could do it alone, we let them run autonomously. That helped the team trust what we're doing and see the potential for themselves too.”
Zentesimal's workers didn't replace Metricool's team. They freed capacity for work only humans can do: complex decisions, relationships, improving the product.
“The team can now focus on what matters. Bruno handles volume. We handle quality.”
