The Challenge

The traditional seasonal student calendar, as well as Coursehero’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. Coursehero has built a thriving online business that serves millions of students, while keeping a relatively small customer support team

The Solution

Coursehero 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 part of the customer journey. The company turned to DigitalGenius for help

The Result

By implementing DigitalGenius into their Zendesk interface and backend systems, Coursehero has been able to significantly improve their key customer service metrics and save thousands of dollars per month in the process. DigitalGenius 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.

Results show that 33% of inbound tickets are now handled by DigitalGenius, with over half resolved without agent involvement. Automated responses also receive praise by numerous happy customers. The speed and effectiveness are commonly highlighted and Coursehero today shows a very healthy CSAT of 90%