Our last two posts talked about the power and impact of self-service. Self-service matters for your employees. And it also matters for your customers, who want to resolve many product issues on their own.
We’re excited to share a new case study highlighting employee and customer self-service in action. WP Engine is leveraging Embrace.ai internally for 200+ post-sales team members to provide enhanced access to technical knowledge. Additionally, WP Engine has given its 200,000+ customers the ability to self-serve access to product knowledge.
WP Engine is a leader in the WordPress space. The company provides premium, enterprise-grade solutions, tools, and services, including specialized offerings of Managed WordPress, Headless WordPress, industry-tailored solution suites, and developer-centric tools. With over 200,000 customers and 370,000 individual customer contacts, their ability to provide exceptional support is critical. Their post-sales teams, over 200 strong, span support, customer success, and onboarding roles, all dedicated to ensuring customer satisfaction and success.
WP Engine’s post-sales teams faced significant hurdles. Their comprehensive knowledge base, a treasure trove of technical support information, remained underutilized. Support technicians struggled to navigate this vast repository, wasting precious time seeking answers or relying on colleagues. This inefficiency hampered their ability to deliver swift assistance, a core promise to their customers.
Internal Operations
Embrace.ai stepped in to transform WP Engine’s internal operations. Embrace.ai deployed its AI-driven platform via Slack to over 200 employees, including Support Technicians, Onboarders, Customer Success Managers, and Technical Account Managers. Embrace served as an always-on subject matter expert, offering instant access to WP Engine’s extensive knowledge base. This integration streamlined the information retrieval process, enabling employees to find answers quickly without interrupting colleagues. The Embrace.ai solution empowered WP Engine’s teams to focus on what they do best: delivering exceptional customer support.
Instant access to knowledge with Embrace.ai on Slack.
Customer Portal
For WP Engine’s customers, the transformation was equally remarkable. Embrace’s conversational search capabilities were integrated into the customer portal, accessible to all 200,000 WP Engine customers. This allowed users to find answers independently, reducing the need to start support chats or open tickets. The technology provided a seamless self-service experience, aligning with customer preferences for autonomy and efficiency. Through this partnership, Embrace and WP Engine ensured that every customer interaction was informed, efficient, and, most importantly, effective.
WP Engine’s portal integrated with Embrace.ai
The results speak volumes.
WP Engine witnessed a 45% reduction in the volume of chats generated by customers unable to self-serve using the support experience in their portal, a testament to the effectiveness of Embrace’s conversational search capabilities. Internally, the average time and effort required for employees to resolve customer issues halved, showcasing the efficiency gains from the solution. Impressively, the overall project boasted an ROI of 1,300%, underscoring the tangible business value Embrace delivered to WP Engine. These achievements highlight not just the power of AI in transforming customer service but also the strength of our partnership with WP Engine in setting new standards for support excellence.
Read the case study in its entirety and book a live demo of Embrace to see how the solution can help your organization.
Text generated with help from Embrace.
