Scale with Scaler
Although it’s become unimaginably easy to learn anything online today, the data jungle can often be overwhelming, inconsistent, and unreliable. Especially when you’re learning a new skill or are upskilling for a job, the time and effort you put in must go in the right direction.
Founded to veterans Anshuman Singh and Abhimanyu Saxena who’ve garnered experiences in tech and entrepreneurship, Scaler, as an online upskilling platform for tech professionals, addresses several challenges, offers unique solutions, and has established itself as a trusted educational resource. Scaler targets the need for continuous learning in the rapidly evolving tech industry. It helps professionals stay relevant and competitive.
From offering an industry-vetted curriculum designed to align with the latest industry standards to personalized mentorship and learning, Scaler ensures that you get the right resources to excel in what you do. Hands-on experience from working on real-world projects and through comprehensive career support, scaler provides job assistance to help you advance in your tech career.
Within a year of operation, Scaler upskilled over 4000 graduates, helping them secure positions at leading tech companies. Apart from that, the involvement of industry veterans from top tech companies in the training process adds credibility to the platform and its community of learners, mentors, and alumni facilitates networking and career opportunities.
State of customer support at Scaler
Learners spend from 3-5 hours daily on the platform learning and upskilling. They are provided access to a comprehensive curriculum, industry-relevant skills, Live Classes, Mock Interviews, and 1:1 Mentorship from over 1000 experts from established companies including Meta, Amazon, Google, Directi, and Microsoft.
Having a large pool of learners also means being prepared for a large influx of queries and questions about not just the platform, but also the courses they’re taking and the skills they’re learning. Given the technical nature of Scaler's courses, students may encounter various challenges that require immediate attention, from platform usage issues to course-related doubts.
Effective customer support is crucial in an online learning environment to ensure students can fully utilize the platform's resources. Quick and helpful responses to queries can significantly improve the learning experience.
👥 Currently, Scaler’s support team is 34 members strong, handling up to 100 customer concerns every week.
The Threado AI effect
On a mission that aims to create 1M+ world-class tech professionals, Scaler was in search of a tool that could scale their customer support efforts and provide assistance to their agents to be able to handle query volumes better. Scaler has also partnered with Threado before to help improve engagement with Threado’s community offering. Naturally, our AI offering for support leaders caught Scaler’s eye, and the team quickly integrated the chatbot into their support operations.
Threado AI seamlessly integrated with Scaler’s support team and helped tremendously with not just providing customer support but mainly giving their agents the right support to improve critical factors such as resolution time, response rates, customer satisfaction, and more.
How Threado AI improved support for Scaler
More than 2x queries resolved by the bot per week
Before implementing the AI bot, the customer support team was resolving about 80 queries every week. Since using the bot, about 172 queries have been resolved directly by the bot and with the help of the bot.
Agents leverage the bot to resolve queries faster, resulting in almost 2x more efficiency along with the bot's AI abilities that allow it to resolve customer queries automatically.
First Response Time (FRT) is down 100%
Before using the AI bot, the team had a FRT of 2 hours. Longer FRT can lead to less than satisfactory customer experience and put pressure on support teams to improve response time.
With Threado AI, the bot handles responses instantly, which means that the customers don’t have to wait indefinitely to hear back from a support agent. Additionally, this also acts as the first line of support, freeing agents to handle more complex concerns that the bot can’t resolve on its own.
More than 80% accuracy in answering queries
Since the team started using Threado AI, a total of 2072 questions have been asked by customers, of which 1698 have been correctly answered by the bot, amounting to 82% accurate responses.
76% of the customers were satisfied with the bot’s response
Around 76% of the customers found the answer helpful and as a result, did not need any further assistance involving support agents.
With better assistance comes better support
Scaler's future goals reflect a strong focus on expansion and innovation to upskilling in tech. What’s more, Scaler plans to expand to international markets and diversify its offerings which is quite evident from its recent acquisitions - AppliedRoots, Coding Minutes, and Coding Elements. Additionally, the launch of Scaler Neovarsity, offering an ECTS-accredited online Master of Science in Computer Science program, indicates a foray into higher education.
Naturally, an expansion of higher dimensions will be followed by much-needed upgrades to their workforce. Scaler has increased its workforce by nearly 260% since October 2021. This expansion in human resources is aimed at effectively meeting the growing needs of learners and supporting the company's scaling operations. Customer support will be a critical part of these upgrades with Threado AI being a long-term part of their tech stack as well.
Scaler’s recently launched Scaler School of Technology features the Threado AI bot to help students and potential interested candidates find answers about the course through the bot, without having to connect with the internal team or talk to support.
As Scaler’s customer support team scales, Threado AI will be able to provide greater assistance to their agents, enabling them to be not only more swift at resolving customer concerns but also make them efficient through upcoming features like ticket summarization, auto-suggestions, personalization, and more. Better customer satisfaction stems from better team efficiency.