Ada > Case Studies > Empowering Global Education App to Scale Support with Ada

Empowering Global Education App to Scale Support with Ada

Technology Category

Sensors - Autonomous Driving Sensors

Applicable Industries

Cement

Applicable Functions

Sales & Marketing

Use Cases

Chatbots
Time Sensitive Networking

Services

Training

About The Customer

The client is one of the world's fastest-growing educational apps, improving how parents and teachers around the globe keep track of students' success. The app is used by more than half of the schools in the United States and in over 150 other countries, providing a mobile, user-friendly way to capture and share students' projects and progress in real time. The client was facing challenges in managing its customer support due to rapid growth and a small customer support team. The client's goal was to improve the customer support experience and reduce email tickets and wait times.

The Challenge

The client, a rapidly growing educational app used by over half of the schools in the United States and in over 150 other countries, was facing a challenge in managing its customer support. The small customer support team was struggling to keep up with the increasing number of monthly email tickets, especially during peak back-to-school seasons. The reliance on manual responses from agents was negatively impacting the user experience, with customers waiting up to 28 hours before their first contact. Furthermore, the U.S.-based customer service team working North American hours was unable to support the growing international client base, limiting the potential for brand building and sales-driving conversations.

The Solution

To improve the customer support experience and reduce email tickets and wait times, the client turned to Ada, a market leader in automated customer experience (ACX). In less than 60 days, the client's existing support team used the Ada platform to launch a 24/7 chatbot across both website and app, providing customers with instant assistance. Ada's ACX Consultants provided hands-on training to the client's support team on how to build their chatbot and maximize its performance. In less than two months, the teams built the chatbot and automated 65% of their existing support articles that were driving the highest volume of customer inquiries. Ada also allowed the company to expand its support to instant chat on its website and provide in-app assistance to its active base of teachers and parents for the first time.

Operational Impact

The implementation of Ada's solution has significantly improved the client's customer support experience. With the potential for unlimited conversations, Ada has freed the business from having to navigate a dramatic surge of customer questions and concerns in response to the back-to-school rush, regardless of how those demands change in countries around the world. By providing customers with instant support across two new channels, Ada has allowed the client to deflect less complicated customer inquiries from even entering agents’ inboxes. This has given agents more time to solve complex inquiries and drive new sales. Furthermore, the ability to access 24/7 support across the channel of their choice has resulted in customers becoming more active, leading to more engagement with support than ever before.

Quantitative Benefit