Magoosh is the leading provider of tools for students prepping for standardized tests. They utilize two teams of agents handling account inquiries, as well as for in-depth questions on specific tests.
42 agents, 2 teams
On Zendesk, operating on industry-leading customer commitments, CSAT and SLAs.
High quality and flexible search
Over 900 macros is a must-have for delivering timely and accurate responses to common questions.
Maintaining a high level of accuracy using tags reducing the need to audit data for reporting.
High accuracy with tag predictions ensures tickets can be quickly routed to the correct team’s ticket views.
AI Suggested Macros
Based on training from historical logs saves time by surfacing the most relevant macros.
Quick access to historical responses
Provides an additional resource for customizing replies using the best of both macros and past responses.
By adding DigitalGenius AI to their Zendesk agent interface, Magoosh was able to augment their customer service experience, and increase the efficiency of both their Community Support and distributed Remote Tutors teams.