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ABOUT GUARDIO
Guardio Resolves 20,000 Ticket Backlog in Days with Notch AI
"Growth was accelerating so quickly that traditional hiring couldn’t keep pace. We needed a support solution built for speed. Adding Notch felt like bringing in a commando support unit, allowing us to decouple customer acquisition growth from support ops.”
Company
Guardio
Industry
SaaS
Scale
1.5M+ users served
Stage
Growth
Zero Backlog
Resolved 20K tickets within 7 days.
Kept at 0 ever since.
50% Decrease in CS Costs
Eliminated the need to hire additional human agents as business grows.
87% Resolution Rate
Fully autonomous, delivering fast, reliable customer support.
Guardio delivers proactive, cross-device protection against today’s most sophisticated threats - from phishing and AI-generated scam sites to exposed personal data. With real-time monitoring and clear, actionable insights, Guardio keeps people secure and in control of their digital lives.
CHALLENGES
Growth Outpaced Customer Support Intake
Founded by serial entrepreneurs, Guardio was built for scale. As demand surged, support operations needed to keep pace to sustain customer satisfaction.
- Traditional hiring risked slowing operations.
- A backlog began to build as demand accelerated.
- Maintaining high satisfaction at scale became a top priority.
NOTCH SOLUTION
A Step Change in Managing Support Operations
Learning & Tagging
Notch’s self-learning AI agents analyzed Guardio’s knowledge base, policies, and historical support interactions, to gain a deep operational context.
Built-In Automation
Notch’s Policy Builder identified and automated high-volume policies and tickets with long handling time, for immediate impact.
Quality Assurance
All automations were rigorously tested in sandbox and controlled live environments, using AI QA agents to ensure accuracy and reliability.
Ramping Up
Automation expanded rapidly, covering the majority of Guardio’s support policies and tickets volume.
RESULTS
Guardio Scales Support Without Adding Headcount
+20K
Backlog Tickets Cleared
All tickets were resolved in under a week, with backlog kept at zero ever since.
87%
Resolution Rate
With Notch, Guardio reached an 87% autonomous case resolution rate within 4 months from launch.
50%
CS Headcount Savings
Guardio scaled efficiently, avoiding extra hires, while maintaining high service levels.
BUSINESS IMPACT
The Guardio x Notch collaboration went beyond clearing backlog and reducing costs. It drove two fundamental shifts:
- A breakthrough in customer-facing AI: For the first time, Guardio experienced an enterprise-grade AI solution that consistently delivered high accuracy and resolution rates, while remaining explainable and reliable.
- Decoupling growth from headcount: What once seemed inevitable, that high-velocity B2C and B2SMB companies must scale human agents to deliver high-quality support, was disproven. Guardio now grows revenue and customer volume without expanding CS headcount.
“After trying other solutions with partial success, and then seeing how Notch transformed our support operations, I now realize that a fully managed service is a must when implementing AI support. This is especially true when it comes to handling customer interactions at scale. As a company built to protect people online, Guardio holds its support operations to the same standard: fast, accurate, and always on.”
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