Freedom Forever Slashes Support Costs with ElevenLabs Agents by 90%

Freedom Forever, a leading U.S. residential solar installation firm, has revolutionized its customer support operations by integrating ElevenLabs Agents. According to ElevenLabs, this strategic move has resulted in a 90% reduction in the cost per call and a 50% decrease in the human agent workforce, while simultaneously eliminating hold times and significantly dropping call abandonment rates.

Addressing Seasonal Demand and High Call Volumes

The company, which employs over 2,500 people and collaborates with a vast network of independent sales representatives, faced challenges with fluctuating call volumes, particularly during the summer months. At peak times, up to 75% of inbound calls went unanswered, with hold times extending to 25 minutes. The need for a more effective and cost-efficient solution was evident, prompting the exploration of conversational agents.

Implementing ElevenLabs’ Unified Platform

Freedom Forever evaluated various Speech to Speech solutions before selecting ElevenLabs’ platform, which offered a seamless, low-latency interaction experience. The platform’s integrated tools for routing, testing, and evaluation provided the operational reliability needed to meet their demands. The transition from prototype to production was completed in just one week, demonstrating the system’s efficiency and adaptability.

Operational Improvements and Cost Savings

With the implementation of ElevenLabs Agents, Freedom Forever’s support operations have been transformed. The system, which supports both English and Spanish, including Puerto Rican dialects, routes calls through Twilio numbers and seamlessly integrates with CRM systems for efficient handling. The result is instant response times and a drastic reduction in call abandonment rates from 40% to nearly zero.

Rob Richardson, VP of Product at Freedom Forever, highlighted the benefits, stating, “We replaced 25-minute wait times with instant answers and cut our cost per call by 90%, while reducing headcount by over 50%. With peak season approaching, ElevenLabs gives us the performance, reliability, and built-in testing and evaluation tools to handle higher volumes and deliver instant support without scaling headcount.”

Future Prospects

Building on the success of its inbound support transformation, Freedom Forever is now exploring the potential of outbound sales agents. This initiative aims to enhance the efficiency of its independent sales network by enabling faster engagement with leads and more efficient follow-ups on customer inquiries.

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