Reducing workload, increasing user activation, and improving visibility across teams
Background
Groove, one of the fastest-growing startups in San Francisco, experienced a rapid surge in customer support volume—over 2,000 support requests per month—as its user base increased.
But, their support infrastructure wasn’t scaling with demand. Many users failed to activate their licenses properly, support visibility was fragmented, and customer onboarding lacked automation.
I helped Groove modernize and streamline their support operations using AI, automation, and new system integrations.
🎯 Key Business Challenges
- High Volume of Repetitive Support Requests: Most queries involved basic functionality or setup issues.
- Low Activation Rates: Over 50% of licensed users never completed app setup.
- Lack of Data Visibility: Support conversations weren’t synced across Groove’s CRM, sales, and marketing systems. Many employees couldn’t access up-to-date customer data or open tickets.
🔍 Research & Insights
To create a scalable support strategy, I conducted an analysis of existing support queries. Findings revealed:
- A majority of inquiries centered on “getting started” or troubleshooting basic app functionality.
- Internal access to customer support data was inconsistent across departments.
- Knowledge bases (KBs) were outdated
🛠️ Solutions Implemented
1. Rebuilt Help Documentation from Scratch
- Developed a new knowledge base targeting the most frequent issues.
- Structured documentation to support automated responses via email, in-app messaging, and chatbots
2. AI-Powered Support Chatbot
- Trained a custom AI chatbot using the new help documentation and historical ticket data.
- Deployed it across multiple channels to handle first-line support triage.
- The chatbot attempts to resolve common queries automatically and routes more complex issues to humans .
3. Automated User Onboarding Campaigns
- Designed multi-channel onboarding flows to educate and activate new users post-signup.
- Proactive prompts and tips are delivered contextually during app usage and via follow-up messaging.
4. System-Wide Integration of User Data
- Built automation to sync user activity and support history across Groove’s CRM, sales, and marketing tools.
- Ensured real-time visibility into customer health and open issues for all internal stakeholders.
âś… Business Results
- Response Time: Cut time-to-first-reply from 60 + minutes to under 10 minutes.
- CSAT: Maintained customer-satisfaction scores above 95 % even with increased automation.
- User Activation: Improved new-user activation by 20 % through proactive onboarding.
- AI Coverage: The AI chatbot triages all support requests and resolves what it can automatically, reducing manual effort and the load on the support team.
- Team Efficiency: Support agents can focus on complex, high-value tickets, reducing manual work.
- Cross-Team Collaboration: Unified data enables faster, data-driven decisions across the organization
- Scalability: Groove can handle a rising ticket volume without increasing headcount.
🚀 Impact
Through the combination of automation, AI, and system integrations, Groove transformed its customer support operations into a scalable, user-friendly, and insights-driven function—helping both users and internal teams succeed.
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