A LinkedIn post from Thread highlights internal data comparing response times across support channels for managed service providers. According to the post, email-only tickets show an average first human response time of 222 minutes, while untriaged chat reduces this to 13.5 minutes based on more than 36,000 tickets across its partner base.
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The post further suggests that adding AI-based triage can bring initial responses to under one minute, implying a 93x improvement over email without increasing headcount. For investors, this emphasis on AI-powered service desk efficiency points to a value proposition focused on operational leverage for MSPs and could support demand for Thread’s solutions in a cost-conscious, service-driven market.
By linking to a detailed breakdown, including how two MSPs adopted the new workflow, the post appears to target data-driven buyers seeking evidence of measurable ROI. If such performance gains are broadly replicable, Thread may be positioned to capture incremental market share among managed services providers aiming to improve responsiveness and client satisfaction without expanding labor costs.