Cutting-edge data platform with advanced analytics tools, and a thriving creator community.

June 2022

June 2022

Signup date

40,000

40,000

User count

Website

The challenge

How were you managing your users before?

Dune is very much a sandbox product with endless possibilities, so there’s always been a large amount of questions that needed to be answered at all times.

Before onboarding Pluno it was pretty much a full time job for 2 people.

What were the challenges faced in regard to managing your users in the past?

Grinding through repetitive high level questions for the thousandth time and eating away valuable resources that could have been spent on doing scaleable things instead.

Solution

How long did it take you to get started with Pluno?

Pluno worked out of the box for us, our team didn’t need to spend any time on the setup.

How were those challenges resolved after adding Pluno to your team?

Pluno has enabled us to focus on the hard and concrete questions and allowed us to invest the saved time in other areas of business and user growth instead.

It’s been a literal life saver and has saved our team an unimaginable amount of time that would have otherwise been spent on doing repetitive, non-value-compounding things.

What were the impressions within the team about the bot?

The bot is excellent at learning from both our conversations and our documentation. In fact, we’ve even expanded our documentation specifically to give the Pluno bot more context to answer questions effectively.

How was your customer support experience with Pluno?

The Pluno team has consistently gone above and beyond in the way they interacted with the Dune Team. Issues quickly get resolved, they are always professional and efficient in our interactions.

Results

20hrs

per week saved

~245

bot respones per month

40k

wizards supported

Positive reactions

" Dune is super happy and impressed with the way the bot is able to quickly answer questions."

Feedback

What would you say to people who are too afraid to use a support automation solution fearing their users might not accept/like it?

Just try it, I think the downsides are minimal and the upside is exponential.

How has been your overall experience with Pluno?

I have been super impressed with the product that the Pluno team has built. They did AI stuff before AI even was cool and it really shows in their product.

They are not riding some wave here, they are actually deeply involved with the underlying technologies and are leveraging this deep knowledge to build a product experience that solves problems for my support management needs.

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