How Pythia helps Prolific with new agents onboarding and faster ticket resolution
Industry
Software (Research)
Platform
Zendesk
Requests
≈ 5000/mo
About Prolific
Prolific is changing how research on the internet is done. The bigger vision is to build the most powerful and trusted platform for behavioral research. In a world of unreliable results, Prolific makes data trustworthy and connects the public with science.
“The AI is really impressive, honestly, most of my onboarding learning was through prompts from Pythia or putting keywords into the search bar while solving tickets.”
Challenge
Prolific's customer support team was challenged to solve tickets faster and onboard new agents more effectively by letting them learn macros easily and in the context of real tickets. Finally, being able to report on macros usage was a nice-to-have option.
Solution
Pythia's apps allowed Prolific to meet all these needs. Agents received an efficient ticket resolution tool, and managers got the solution for educating new agents with fewer efforts.
Results
Pythia positively impacted the capacity, speed, and quality of customer support by improving general KPIs. Agents' CSAT was also improved with better tools for macros usage and reporting.
Plans
The Prolific team just started using Macros Reporting app "to analyse the distribution of macro use across the team, as well as weighing up uses of macros against each other". Agents now can compare their usage against each other and the ability "to do this autonomously has been very positive".
We find Pythia particularly helpful in two ways; onboarding new agents and applying common macros. For new agents, Pythia's search function is an excellent tool for finding the correct macro without having to memorise names. In one of our two brands, in particular, the majority of tickets are responded to with macros and Pythia makes it significantly easier for agents to find what they need from the 250+ macros available.
