Course Hero is an online learning library where members can access over 20 million course-specific study resources contributed by a community of students and educators. The platform contains practice problems, study guides, videos, class notes, and step-by-step explanations for every subject students are studying – from economics to literature, biology to history, accounting to psychology, and everything in between. Course Hero is based in Redwood City, California and has been recognized as one of the 2017 Technology Fast 500 by Deloitte.
The traditional seasonal student calendar, as well as Course Hero’s continuous growth, led to challenges within the company’s customer support department. Traditional solutions, such as adding more staff to the support team to cope with more traffic, were discarded due to lack of scalability and cost. Course Hero has been able to build a thriving online business that serves millions of students, while keeping a relatively small customer support team.
Course Hero were not merely looking for an AI tool that could respond to customer inquiries quickly, but a solution that could also automate time-consuming processes that are inherently part of the customer journey. Subscription renewals and billing inquiries are the types of tasks that are typically handled outside of a customer support interface, in a third-party system. These repetitive but expensive multi-system tickets contribute to longer Average Handling Times and lower CSAT scores. The company turned to DigitalGenius for help.
By implementing DigitalGenius into their Zendesk agent interface and backend systems, Course Hero has been able to significantly improve their key customer service metrics and save thousands of dollars per month in the process. DigitalGenius’ Autopilot not only helps the support team by automatically answering customer inquiries, it also automates and executes repetitive processes with a proprietary technology called Conversational Process Automation, or CPA.
Results show that 33% of all inbound customer service tickets are now handled by DigitalGenius, with over half of those fully resolved without a support agent being involved. These results allow the Course Hero support team to have more time available to solve complex tickets, and to have a more proactive approach to customer service while also saving tens of thousands of dollars.
Automated responses by the DigitalGenius AI also receive praise by numerous happy customers when writing their CSAT comments. The speed and effectiveness of the service are commonly highlighted, and Course Hero today shows a very healthy 90% CSAT.