How Edusogno scaled and improved their customer care with Zefi.ai

Edusogno is an Italian-based EdTech startup that provides digital solutions for schools, universities, and training institutions. They offer platforms for virtual events, online lessons, alumni community management, and various digital learning tools.

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Their mission is to bridge educational gaps through accessible, tech-enabled solutions, serving a rapidly growing user base.

As Edusogno experienced significant growth, their customer support team faced increasing pressure.

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They needed a more robust system to monitor and enhance the quality and quantity of agent interactions with customers. Manually reviewing countless conversations was unsustainable and made it difficult to identify areas for improvement and train agents effectively.

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They struggled to pinpoint exactly where customer pain points were emerging and how well their agents were addressing them, ultimately impacting customer satisfaction and retention.

To address these challenges, Edusogno partnered with Zefi to implement an intelligent customer care solution.

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Zefi's team worked on centralizing all customer interaction data, then analyzing it with custom taxonomy and segmentation tailored to Edusogno's unique context.

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This allowed Zefi.ai to understand the nuances of customer conversations at scale, delivering actionable insights directly to Edusogno’s inbox and existing communication channels.

Zefi offers a suite of powerful features designed to streamline customer care operations and deliver valuable insights to Edusogno's team:

• Notifications in Slack:

Edusogno’s team receives real-time alerts on critical customer feedback or agent performance issues in their Slack channels, ensuring immediate attention.

• Insight digests:

Andrin K., co-founder of Edusogno, gets regular, concise summaries of critical trends, individual agent performance, and overall customer sentiment, keeping him informed without having to manually compile data.

• Ask Zefi for agent performance:

Edusogno can use the chat feature to get detailed analytics on the performance of individual agents by asking natural language questions. This is crucial to effectively oversee the continuous development and motivation of the team.

• Response generation:

Zefi includes AI-powered assistance for agents, suggesting optimal responses based on historical data and best practices.

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The integration of Zefi yielded significant and measurable improvements across Edusogno’s customer care operations:

• Improved efficiency and quality of customer service:

By gaining real-time insights and leveraging AI-powered tools, Edusogno significantly improved their customer care interactions. Agents are better equipped to resolve issues, leading to higher customer satisfaction.

• Enhanced decision-making:

Zefi provides a clear, data-backed view into agent performance and customer needs, allowing Edusogno to make more informed decisions about training, resource allocation, and product improvements.

• Optimized team resources:

Edusogno's team has saved hundreds of hours of work in tagging and categorizing feedback. Before Zefi’s automatic dashboards, Andrin spent 4 hours per week manually building charts and compiling performance reports that Zefi now delivers in seconds.

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By partnering with Zefi, Edusogno not only streamlined its customer care but also gained a strategic advantage, transforming customer interactions into actionable intelligence for continuous improvement and growth.