Cutting Chatter Costs at Scale

Challenge

A global agency built its reputation on aggressive recruitment, both of creators and chatters. At its peak, the agency employed over 500 chatters. But the bigger they grew, the more fragile the model became. Constant turnover forced them to onboard nearly 50 new chatters every month, draining time, money, and management bandwidth. The cost of simply maintaining the system devoured their margins.

On top of that, most chatter time was wasted on low- and mid-tier fans. The agency’s data showed what’s true across the industry: the top 5% of fans generated nearly 50% of all revenue. Yet these whales weren’t getting the attention they deserved, because chatters were stuck qualifying casual fans who rarely converted.

Solution

The agency rebuilt its model with Izzy, Supercreator’s AI chatter, as the frontline. Izzy handled all fans spending up to $500, covering 95% of conversations with instant replies, fun small talk, and consistent content offers.

That freed human chatters to focus entirely on whales - the top 5% of fans responsible for half the revenue. For the first time, chatter time was aligned with revenue contribution: whales got at least 50% of the human attention, while Izzy carried the rest.

They also adopted a new structure: instead of hundreds of chatters spread thinly, they ran 4 chatters across 20 accounts. With rotating 8-hour shifts, one chatter was always online, switching between multiple accounts while Izzy kept engagement flowing.

And critically, this wasn’t something they achieved overnight. The transition happened gradually:

• They slowed down the chatter hiring instead of replacing every departure.
• With help from the Supercreator data team, they identified underperforming chatters who added little value and let them go first.
• Month by month, Izzy absorbed more volume, and within a few months, the agency had reduced headcount dramatically - without disrupting fan experience.

Results

• Reduced staffing by more than 80%, eliminating the need to onboard 50 new chatters every month
• Lowered the cost of managing small accounts to under $200 per account per month
• Enabled one chatter to cover up to 20 accounts efficiently with Izzy’s support

Takeaway

By phasing in Izzy thoughtfully, the agency turned a bloated, high-cost operation into a lean, highly profitable one. Chatters stopped wasting time on low-value fans, whales got the attention they deserved, and the agency finally achieved scale without chaos.