Mindful: Product updates, Customer stories, and Insights | 2026 Cuspera

Mindful helped a major utilities company in the Northeastern United States improve customer satisfaction with virtual hold technology. Traditional hold times led to high caller frustration and call a...bandonment. With Mindful's callback solution, customers showed 100% stronger tolerance for longer wait times. 50% of customers found nine minutes of traditional hold unacceptable, but 50% would wait up to 20 minutes for a callback. Virtual hold gave customers more control and improved their perception of the business.
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U-Haul used Mindful Callback and Mindful Scheduler to improve customer service. Customers complained about long hold times and hard-to-reach agents. Mindful let customers save their spot in line and ...schedule calls. U-Haul saved 30 million minutes of queue time and $3.4 million in labor. Service levels increased by 15%. Customer complaints about hold times dropped.
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Mindful helped the Connecticut Department of Labor handle a surge of over 1,000,000 unemployment cases during the pandemic. The team deployed Mindful with Amazon Connect in under a week, reducing rep...eat calls by 60% in a single day. Callbacks and notifications improved efficiency and lowered hold times. The embeddable scheduler widget let callers select their intent, helping route calls and uncover caller needs. These changes let 80 agents better serve 11,000 unique callers out of 26,000 daily calls.
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Mindful helped 1-800-PACK-RAT lower abandon rates by 7% and reduce hold times by 18%. The moving and storage company deployed Mindful's callback queue in under a month, improving customer experience ...and agent efficiency. Mindful's solution saved nearly $12,000 in staffing costs and eliminated 304 days of queue time in 2021. The integration with Five9 and SMS-based notifications further streamlined operations. Customers and agents both benefited from faster service and fewer missed connections.
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Mindful Callback helped U-Haul save 30 million minutes of queue time in one year. U-Haul faced long hold times and high customer complaints, which hurt satisfaction and increased costs. Mindful let c...ustomers get a callback when hold times were over two minutes and join the queue online. This cut 344,000 minutes of handle time and boosted service levels by over 15%. U-Haul also saved $3.4 million in labor costs and saw happier customers and agents.
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Mindful helped the CT Department of Labor handle a 500% surge in case loads during COVID-19. The team deployed Mindful via AWS Marketplace in under a week, giving every caller a guaranteed time slot ...and reducing heated calls. In the first week, repeat calls dropped by nearly 60%. The department gained real-time insight into call volumes and hold times, and set up digital scheduling for future call center routing.
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