CUSTOMER STORY

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.

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Magoosh

Leading provider of tools for students prepping for standardized tests.

DigitalGenius

Customer Service Automation Platform

Magoosh has taken traditional test preparation and flipped it on its head. Magoosh is out to prove that the months leading up to test day don’t have to be miserable. In fact, with their help, they can actually be enjoyable. The Magoosh team is full of expert teachers, tutors, engineers and education aficionados creating the highest-quality tools and resources a student needs to study at their own pace, on their own time and affordably.

The Challenge

With more than 900 macros available with great written answers to common questions, Magoosh’s main challenge was how to make all this information searchable and available to their support team, so they didn’t need to write those answers from scratch.

Their customer support operation consists of 2 teams with 42 agents using Zendesk with industry-leading customer commitments to CSAT and SLAs. In addition, when looking for a technological solution to this problem, Magoosh wanted to future-proof their support team with AI tools that could learn and help their customer service operation with automation and full case resolution in the near future. With all these features in mind, Magoosh chose DigitalGenius as their AI customer service platform.

"When Magoosh implemented an AI system in February to help its customer service team work more efficiently, … (Customer Support Rep) Sarah Seiwert said the software has reduced Magoosh’s queue of customer requests by half, and it has made her team’s goal of responding to every customer within 24 hours more manageable."
New York Times
April 2017
Magoosh

The Results

By implementing DigitalGenius into their Zendesk agent interface, Magoosh has augmented their customer experience and increased efficiency. DigitalGenius helps service agents with case classification, tagging and re-routing, with the AI showing 92% accuracy for tag predictions.

83% of all tickets are now supported by DigitalGenius, with nearly 10% of total ticket volume now resolved end-to-end without agent involvement. Customer service satisfaction scores for tickets resolved via DigitalGenius AutoPilot exceeds 95%.

Let's Put Your Customer Support on Autopilot.

Want to Learn More About DigitalGenius?

Here are a few answers to help you learn more about how to start understanding conversations, automating repetitive processes and delighting your customers.

How do I use DigitalGenius inside my customer support operation?

DigitalGenius is installed as an app into your existing customer service software (Salesforce, Zendesk and others). We will take you through a seamless onboarding experience that identifies your most expensive & repetitive tickets; connects your CRM to our AI platform; then trains and deploys your first AI model.

Once DigitalGenius is configured and the model is trained, you can onboard your agents, and begin automating inbound queries end-to-end; assist agents to handle tickets faster, therefore reducing AHT; support increasing volumes, and open up new communication channels like Facebook Messenger, Live Chat and SMS.

What processes does DigitalGenius automate?

1. DigitalGenius puts your most repetitive and expensive tickets on autopilot by connecting conversations to processes; from the inbound ticket all the way through your backend systems via our open API framework.

2. Together we map out the automation framework, custom-building exactly how you want your repetitive tickets to be resolved, and what information you’d like included in order to best reply to your customers.

3. DigitalGenius’ AI recognizes the objective of a customer’s question. When the answer rises above a certain confidence level, those processes can be automated. When it’s below, your agents will pick up those tickets, which ensures a consistent and accurate customer experience.

4. To provide the greatest ROI, we aim to automate the tickets that are the most repetitive, expensive and time-consuming for your business. These can be anything from refunds, account lookups, order cancellations, shipping status and so on. You tell us what they are - we'll do the rest.

How do I know if my company is a good fit for AI and Customer Service Automation?

Adding a layer of AI into your customer support operations is a journey, but it’s not for everyone. While DigitalGenius supports a wide variety of use cases, we want to make sure there is a good fit for your business, your agents and your customers.

If your customer service team has a large amount of inbound, text-based tickets; if you have 10 agents or more; AND if you’re experiencing repetitive queries and processes - chances are that DigitalGenius can not only reduce your costs, but will also help make customer service a competitive advantage for your business.

So.....how do we get started?

Let us do the heavy lifting! We want to learn about you, the challenges you’re facing in customer service, and then determine if we’re the right choice for your business. Give us 30 minutes, and we can definitely answer the question.

If we uncover that there’s a mutual fit, we'll take you through a deeper review of our product, validate an AI match and provide you with a roadmap of what it will take to go live, plus pricing, an implementation plan and a full ROI calculation.

Want to come on an AI-powered automation journey with us? Let's talk. Get started by telling us a little bit about yourself on the form to the right.







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