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July 2023

July 2023

Signup date

50,000

50,000

User count

The challenge

How were you managing your user questions before?

We had a team of around 6-7 moderators.

What were the challenges faced in regard to user engagement back then?

Repetitive questions and queries were taking a lot of resources to answer, and response time was not the greatest.

Solution

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

Not long at all. Just install the bot and let it do its thing. It took a little bit for it to grab some context, and to teach it what responses are incorrect, but after that it required very little training or intervention.

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

While we still do 1:1 help, Pluno has cut down on the amount of support requests we get and give answers most of the time to common queries and questions.

Response time is nearly instant, and if it doesn't have an answer, it encourages them to open a ticket which is exactly what I want.

How was your customer support experience with Pluno?

Excellent. Syed and Alex were really helpful early on when I had questions about getting it set up optimally for our use case.

Results

70%

👍 upvote ratio

330

bot respones

50k

happy users

Positive reactions

"The majority of answers are liked by our users and are very helpful!"

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?

Nowadays most people are very supportive of the automation solution as long as it provides high quality answers to their queries.

How has been your overall experience with Pluno?

Excellent!! and it keeps getting better.

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