Relevant Contents
Introduction to LINQ
Linq, a private equity-owned SaaS provider for K–12 school districts, serves over 4,000 districts across the United States, facilitating the delivery of 150 million meals in just two months. With the back-to-school rush creating intense demand for fast, accurate support responses, Linq needed a solution that could scale while maintaining their high service standards.
By partnering with BotDojo, Linq implemented an innovative solution that not only met their demanding response time requirements but also leveraged customer insights to drive broader operational improvements.
Challenges
As Linq's customer base grew, so did the complexity of managing support requests. The company faced two key challenges:
- Efficient Ticket Resolution: Serving support questions quickly while maintaining high customer satisfaction (CSAT).
- Insights from Support Data: Turning support interactions into actionable insights to identify trends, root causes, and opportunities for improvement.
Solution
BotDojo provided Linq with a unified AI-powered customer support platform designed to address these dual challenges. Key features included:
- Advanced Query Resolution: BotDojo's AI tools handle complex, multi-part inquiries in seconds that previously took minutes to resolve manually.
- Comprehensive Data Categorization: The platform analyzed incoming tickets to uncover root causes, categorize issues, and highlight actionable insights.
- Missing Documentation Generation: BotDojo identified gaps in existing resources and generated new documentation, improving deflection rates without compromising response quality.
- Human-Coaching Integration: By analyzing call transcripts and chat logs, BotDojo provided insights into both bot and human agent performance, enabling Linq to enhance training and support quality.
- Trend Analysis & Product Insights: Advanced analytics detected patterns in customer issues, enabling Linq to proactively suggest product improvements and optimize support processes based on real user needs.
- 24/7 Global Support: BotDojo's platform operates around the clock, providing consistent support quality at any hour.
- Multilingual Capabilities: Support in 11 languages enables Linq to serve a diverse customer base effectively, breaking down language barriers while maintaining response quality.
"BotDojo has been transformative for us in two key ways: it handles customer inquiries with remarkable efficiency while giving us powerful tools to evaluate and improve our human support processes," Jones explained. "This combination allows us to not just serve customers faster, but continuously optimize our entire support operation based on real data and insights."
Implementation
Linq implemented BotDojo seamlessly, thanks to the platform's intuitive setup and dedicated support. Jones emphasized BotDojo's agility and commitment to innovation as key strengths.
"BotDojo's team listens to our feedback and continuously improves the product," Jones remarked. "This responsiveness makes it easier to address new challenges as they arise."
Results
With BotDojo, Linq achieved measurable improvements in customer support and operational efficiency:
- Reduced Wait Times: Automated handling of 70% of customer requests significantly decreased wait times for live agents, allowing support staff to focus on complex cases requiring human expertise.
- Improved Speed & Satisfaction: Reduced response times from 5 minutes to seconds while maintaining high customer satisfaction scores despite growing support volume.
- Data-Driven Improvements: Weekly reports provided actionable insights that informed product enhancements, documentation updates, and training programs.
- Operational Transformation: By bridging gaps between customer support, customer success, and product development, BotDojo enabled Linq to address systemic issues and improve overall business performance.
"The value of BotDojo lies in its ability to connect customer support data with broader organizational insights," said Jones. "It's not just about answering tickets—it's about transforming how we operate."
Conclusion
By partnering with BotDojo, Linq not only improved its customer support processes but also unlocked valuable insights to drive company-wide improvements. The collaboration exemplifies how AI can serve as a strategic tool to enhance both customer experiences and business outcomes.
If your organization faces similar challenges, schedule a demo with BotDojo to learn how you can build, test, and deploy AI solutions that transform your operations.