WSI: 67% fewer repetitive questions | EZee Assist

How the world's largest network of digital marketing consultants took 67% of repetitive questions off its human team, across every language and time zone it operates in.

Key results

Client: WSI Global
Network: Digital marketing consultants
Year: 2024
Focus: Global support scale

“EZee Assist is much more than just a chatbot. It truly made universal search possible at WSI, levelling the playing field for our franchisees across geographies and languages. With a hands-on and effective implementation process, the EZee team have enabled strong adoption from the system, making the virtual AI agent a game-changer.”
Jeffrey Grant · Systems Manager, WSI World

The challenge

WSI operates a global franchise network of digital marketing consultants spanning multiple countries and time zones. Their support team was fielding hundreds of repetitive operational questions from franchisees, about tools, processes, client management, and brand guidelines. With franchisees in different time zones, questions would pile up overnight and create a backlog every morning.

The support team was spending the majority of their time on questions that had clear, documented answers, leaving little bandwidth for strategic support.

What EZee Assist changed

WSI centralized their entire knowledge base, including operating manuals, training materials, marketing playbooks, and SOPs, into a single governed engine. Franchisees across the globe could now ask questions in natural language through their preferred channels and get instant, accurate answers sourced directly from WSI's brand-approved documentation.

For questions without a confident answer, smart ticketing routed them to the right support team member with full context. Nothing disappeared into a queue.

What it returned

Within months of deployment, WSI saw a 67% reduction in repetitive support questions reaching their human team. Franchisees in every time zone now had 24/7 access to accurate brand knowledge, with no waiting for the support team to come online. The team was freed to focus on coaching, relationship building, and strategic initiatives instead of answering the same questions repeatedly.