Magoosh Uses DigitalGenius to Reduce Customer Support Queue by 50%

Since adding DigitalGenius AI to their Zendesk agent interface, Magoosh has augmented their customer experience and increased efficiency. 83% of all tickets are now supported by DigitalGenius, with 10% of total ticket volume now resolved end-to-end without agent involvement.

50%reduction in customer support tickets

95%is the CSAT score for support tickets resolved via our full automation service.

10%of all support tickets are automatically resolved

Magoosh are flipping traditional test preparation on its head by giving every student access to effective, affordable, and engaging test prep tools. The Magoosh support team communicate learnings taken from expert teachers, tutors, engineers and education aficionados to help students achieve their academic dreams.

The Challenge

Magoosh hold a wealth of educational information, with more than 900 macros available for answers to common questions; however, the information wasn’t easily searchable which made it difficult for their support team to use.

Magoosh also wanted to integrate the intelligence of AI to offload some of the ticket volume from their support team, aiming for full case resolution in the near future.

The Solution

DigitalGenius was implemented into Magoosh’s Zendesk agent interface, creating new efficiencies and improving customer service 

DigitalGenius Full Automation  handled support tickets that required immediate resolutions with our full automation solution. DigitalGenius instantly resolved support tickets end-to-end without agent involvement, leaving the Magoosh team to focus on complex cases and customer interactions.

The Results

Magoosh has augmented their customer experience and increased efficiency as a result of implementing DigitalGenius.

Today, 83% of all support tickets are now supported by DigitalGenius. DigitalGenius helps service agents with case classification, tagging and re-routing, with the AI showing 92% accuracy for tag predictions.

DigitalGenius’ full automation service now resolves 10% of total ticket volume without agent involvement. We have retained a 95% CSAT score for support tickets resolved via full automation.