The Ticket That Shouldn't Exist — with KOHO's Fiona Green

​How KOHO Eliminates Inbound Contact Volume Before It Happens

​Most CX teams are measured on how fast they close tickets. KOHO asked a different question: what if the ticket never needed to exist?

​When inbound volume kept climbing, Fiona Green's team didn't just hire more agents or tweak macros. They started treating every contact as a signal — and routing that signal to the people who could actually fix the root cause: product, marketing, and engineering.

​It wasn't clean from the start. KOHO was flagging product issues to whoever would listen — no formal channel, no SLA, no guarantee anything would move. The feedback was real, but the loop wasn't closed. Contacts kept climbing because the team was treating symptoms instead of causes.

​Fiona, Director of User Success at KOHO — a forward-thinking fintech company dedicated to financially empowering a generation of Canadians — will walk through how her team built a cross-functional feedback loop that's reduced inbound support volume by over 75%.

​In this session, we'll cover:

• ​How to turn contact drivers into a prioritised brief for product and marketing

• ​What good cross-functional CX collaboration actually looks like in practice — and what gets in the way

• ​The early struggles KOHO hit when trying to share insights across teams

• ​How to measure the impact of contact elimination without losing sight of quality

​If you lead CX, support, or operations at a company where inbound volume is growing faster than your team, this one's for you.