Employees and customers alike find instant answers from Yellowdig's eesel AI chatbot.
Yellowdig has enhanced their support help desk, Zendesk, by automatically drafting suggested responses and providing support outside office hours.
They have reduced support costs, improved response times, and increased self-service for both customers and employees.
They have improved AI accuracy and enhanced the robustness of their knowledge base.
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Yellowdig is an education company recognized by Time Magazine as one of the world’s top EdTech companies in 2024. They provide an online learning platform to over 150 institutions, allowing instructors and learners to build active, social, and experiential learning communities for online, hybrid, and in-person programs. They excel in providing a high-quality customer experience and value personalization, streamlined processes, and receptive support.
Jon Miron, Director of Support and Operations, Product at Yellowdig, has an eye for leveraging technology to enhance customer experience and streamline operations. "I'm always looking for ways to up our CX game and exceed our customers' expectations," he says. This continuous improvement of the customer experience has resulted in Yellowdig winning the Best Support accolade from G2.com and achieving industry-leading CSAT and NPS scores. It's also why Yellowdig turned to eesel. "As a fast-growing startup with a small team, our customers far outnumber our employees," Jon says. "It's crucial that we have robust self-service solutions as well as tools to supercharge the efficiency of our client-facing teams."
Co-pilot for Agents in Zendesk
Yellowdig has embraced eesel AI, working with the eesel team to maximize its benefits. "We compared different AI models and found that theirs was tuned to produce more accurate and helpful answers… their platform was flexible enough for us to get started quickly and iterate." They use eesel both as a helpdesk agent to directly answer questions and as a tool to help draft responses and source information for their support teams. They've also recently expanded its use to have eesel AI answering support requests during off-hours and holidays.
Deflecting Tickets with their "KnowBot"
Yellowdig has also built a chatbot for their customers and employees called KnowBot. "This has been a game-changer for our customers and employees alike who need quick answers to their questions."
Yellowdig has found that eesel AI has significantly impacted several areas of their business outside of support, including employee onboarding, sales, and customer success. "Recently, a new customer success hire joked that our AI KnowBot was their best friend during onboarding and interviewing," Jon recounts. After checking in with their employees, "100% of our staff surveyed reported that eesel AI has been beneficial to their work."
From Vendor to Partner
Something that Yellowdig has appreciated about eesel AI is the ability to fine-tune their AI model and the receptiveness of the eesel team to feedback. "Amogh and Patrick have been a pleasure to work with. I've suggested features and tweaks, and they've either implemented them, provided a workaround, or added them to the roadmap." It's important to know that your tools have flexibility and reliable support behind them.
Yellowdig has been able to utilize eesel AI in ways that have significantly impacted both companies and continue to see improvements in their operations and employee and customer experiences. "Integrating eesel AI has played an important role in our continuous improvement efforts in customer experience and knowledge management," Jon says. "It feels like a partnership, rather than a vendor relationship. We are excited to continue this partnership and are thankful to the team at eesel."
