Team up with players you vibe with.

Feb 2023

Feb 2023

Signup date

107,621

107,621

User count

The challenge

How were you managing your user questions before?

Our mod team used to handle all support queries by themselves without any help. Often answering the same question over and over again. We were utilizing tickets, FAQ sections, and dedicated user support channels, but there was room to improve.

What challenges did you face when it came to engaging and supporting your audience in the past?

The issue was that the team spent a lot of time on repeat questions, even though most of the information was already available on the website and other available resources. Yet, users always preferred to ask everything directly.

Aside from the time drain, this kind of grunt work is also quite draining for the team. Overall, doing manual tasks that could be automated is a redundant process. That's why there were delays in responses and sometimes queries were missed.

Solution

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

The setup was really easy, just a few minutes, and the bot training was almost instant. Overall, it was quite quick for us to get started, which was the main driver of our decision to use Pluno.

We just had to copy and paste URLs from our FAQ and point to the right channels, and the bot automatically fetched everything from the communication history.

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

Our main goal was to automate all redundant tasks and get immediate responses to players so the team could focus on things that only they could handle, like complex issues or strategic initiatives. The bot has made this process easier and made our operations more efficient.

Now, any questions the bot can answer using our knowledge base are addressed in seconds, and the rest are handled by the team. We're also pleased that our knowledge material is being utilized effectively, so we're happy to see these assets being put to good use.

How was the bot-answering experience for your users?

Members no longer have to wait for answers or hesitate to ask questions and benefit from immediate responses to frequent questions. Overall, it’s a great experience for everyone.

Did you try any other tools/bots/support automation solutions besides Pluno?

A friend of mine recommended that I try Pluno since they use it on their server, so we gave it a shot. Everything went well, so we haven’t felt the need to try any other tool.

Results

10 hours

saved per week.

95%

accuracy in the responses.

67%

👍 upvote ratio.

"User satisfaction is our top priority, and it should be for everyone. We've been using Pluno for a while now because it benefits not only our team but also our users "

Feedback

How was your customer support experience with Pluno?

It's been a great experience because we have a dedicated group set up on Discord. This means we can easily reach out to them without going through a general support channel. We can also share feedback, and they offer changes or customizations specifically for us, making this premium support quite convenient. Their response time is also good.

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

The main reactions that I received were from team members who are afraid to lose touch with users. While there is a lack of human interaction when leveraging Pluno, this is confounded by frequently asked questions and repetitive asks.

Moreover, there is an opportunity to continue the conversation after the bot already responded to the question and focusing on the needs of users. The reality is that leading companies and projects today are integrating AI into their processes to make things better.

Even within the rapidly growing online space, organizations are quickly adopting this technology because it benefits users. 

How has been your overall experience with Pluno?

We’re happy with their service and product, and we know that whenever we need assistance, they’ll be there for us.

How would you describe Pluno to a friend in one sentence?

Immediate responses to FAQ , while you are at lunch, asleep, or on vacation.

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