How Driftwave cut support costs by 40% with Solva
A subscription streaming service reduced its support operating costs by 40% in six months — while getting faster, not slower.
"We cut our support costs by nearly half and our customers are happier, not angrier. That's not a trade-off I thought was possible."
Lucas Webb, Operations Lead at Driftwave
The Challenge
Driftwave's support costs were climbing faster than its subscriber base. A large share of tickets were simple, repetitive questions — billing, password resets, playback issues — but they still required paid agent time, making the economics of support increasingly unsustainable.
The Solution
Driftwave connected Solva to its help center and billing system. Solva now resolves the high-volume, low-complexity tickets entirely on its own — subscription changes, password resets, and common playback fixes — freeing agents for the smaller share of nuanced cases.
The Results
Support costs dropped 40% within six months as auto-resolution reached 63%. Response times improved at the same time, and the support budget now scales far more slowly than subscriber growth.
