Customer.io used My AskAI to deflect 68% of their support volume by integrating it into their custom Zendesk support setup, continuing to provide a world-class Customer Experience to their ever-expanding customer base

• Customer.io is a B2B customer engagement platform that uses multi-channel messaging and data pipeline integrations to empower businesses to craft personalized engagement journeys.
• As the business started to scale faster, they realized they needed a better way to support their growing audience efficiently with the resources available while maintaining their trademark quality. So, they began looking towards AI solutions.
• After a competitive vendor selection process they decided My AskAI was the right fit after “blowing the other vendors out of the water” with their answer quality and collaboration.
• My AskAI is now live in Zendesk and already deflecting 68% of requests*, allowing their support staff to focus on more complex issues and for customers to experience faster resolution times.
• They are now looking at ways to extend their usage of My AskAI in their business and help their CX team make the most of the time freed up.

What does Customer.io do?

In the world of SaaS, Customer.io has carved out a reputation for world-class customer engagement.

Their multi-product platform includes tools for messaging, journey creation, and a data pipeline solution that integrates data from various sources into Customer.io, and from Customer.io to other destinations, empowering businesses to craft personalized engagement journeys.

But, like many businesses, as the company grows, so do its challenges.

Customer.io team found themselves at a critical point - how could they maintain their high customer service standards AND continue to scale rapidly?

Growing Pains

With its ever-expanding customer base, Customer.io found itself at a crossroads.

The traditional approach of scaling support to match customer growth was just not sustainable.

“The faster we grew, the more we spent. We realized that it was no longer possible to solve problems by throwing more people at it. We needed to explore ways to achieve more operational efficiency while still maintaining a high standard of service.”

The increasing customer base meant that the volume of support tickets was skyrocketing.

Each new customer brought unique queries and challenges, and the support team was getting stretched thin.

The operational strain was palpable, and something had to give.

The Pressure of a Job Well Done

Customer.io's success had inadvertently created a double-edged sword.