Codecademy Helps Self- Learners Self-Serve with 15% Deflection Rate

Support at Codecademy Solvvy Impact Customer support email agents 11-15% self-service rate Staffed 7 days/week Reduced email response time by half Supporting 45 million learners Identifying & filling knowledge base gaps

Riley Soter, Customer Support Manager “Solvvy gives us the competitive advantage every company wants. By allowing us to leverage AI, many of our learners can now resolve their issues without human intervention.”

www.solvvy.com Codecademy Case Study

Codecademy is an online learning platform that “Codecademy has pretty helps people around the world expand their ambitious growth goals, horizons and boost their careers by learning how to code for free. They offer interactive courses and with Solvvy we can in 12 programming languages including Python, identify and answer Java, JavaScript, Ruby, SQL, and Sass, as well questions without adding as markup languages HTML and CSS and new courses in data analysis. more staff as we scale our product. It’s easy for users, Executive Summary Codecademy is a “freemium” learning platform effortless for my team, founded in 2011 that lets anyone with a computer and involves minimal and an internet connection learn how to code. overhead.” To keep operational costs low, the company has a lean support team answering inbound email Riley Soter, Customer Support Manager queries seven days per week.

Codecademy knows most of their users are motivated, savvy people who would prefer to Challenges self-serve. The company wanted to speed up Codecademy is growing fast. The company response times by redirecting support inquiries recently added a paid “Pro” option, which gives from the email channel to a self-help form users access to a personalized learning plan to provide answers to common questions. with quizzes, help from advisors, and more. Codecademy turned to Solvvy to implement But it also wants to stay true to its mission of speedy, accurate self-service so users can find providing accessible coding education to anyone what they’re looking for quickly and get back to who wants to learn, anywhere around the world. learning. The challenge with this model is supporting the majority of non-paying users without driving up 30% of consumer base is interacting with costs. self-service

Identifying common questions & providing While 30% of queries come through the contact answers form, the majority of contacts are still made Reducing costs so agents can handle via email, which requires a human response. high-value customers With so many users and a small team, the first

www.solvvy.com response times were often upwards of 12 hours. Results and What’s Next Codecademy needed a way to drive more users By reducing the number of customer support to the self-service channel for instant, accurate emails, Solvvy has lowered customer service answers. They also wanted to identify the gaps in costs for Codecademy and paved the way for their knowledge base so they could create content the company to increase self-service and faster and provide instant answers to the questions their customer support even more in the future. While users are asking most. they will continue to provide email support, they are increasing awareness about the self-service The Solvvy Solution channel by including a CTA that drives to the After evaluating different options, Codecademy contact form in every communication they send chose Solvvy to implement a self-service channel out to users. The initial response also showed a that could quickly and accurately address FAQs, significant improvement in CSAT scores, which boosting efficiency and satisfaction. Solvvy’s AI jumped from the mid 80s up to the low 90s very also helped the team streamline and restructure quickly after they implemented Solvvy. their knowledge base documentation by identifying commonly asked questions and gaps As an unexpected value–add, Solvvy helped in their answers. And by deflecting more queries Codecademy identify four key issues that did through the self-service channel, they are freeing not have documentation. Understanding what up agents to handle questions that need hands- they were missing has helped the company on feedback and to better serve those that pay for rethink how they structure their documentation, increased support timesturning customer support streamlining it to be more straightforward and into a revenue-driving channel, too. provide clear, accurate answers. According to Riley Soter, Codecademy’s Customer Support Solvvy sits on the Codecademy support form Manager, “Solvvy has given us fantastic insight enabling users to ask questions in their own into what learners are asking and the state of our words and deflecting tickets by providing precise, documentation. And it helps us continue to grow accurate answers instantly. Solvvy combines by setting us up to take care of the free users machine learning algorithms and natural without hiring more customer support staff.” language processing technologies to understand what customers are asking and extract relevant In the same way Codecademy helps people all information from the Codecademy knowledge around the world learn a vital skill on their own, base. With Solvvy answering the most common Solvvy is making it easy for them to find the questions, Codecademy agents are able to answers they need to get on with their learning, respond to queries faster, too. For questions without having to wait for human intervention. that go through the self-help tool, answers are With the demand for coding skills continuing received in under a minute. to skyrocket, Codecademy is excited about increasing automation with Solvvy to help reach their growth goals.