Case Study: IDEO U achieves always-on, human-centered support with Crescendo

IDEO U boosts CSAT 34% with Crescendo

IDEO U, the online learning school from IDEO, needed a support solution that was always available and integrated with their Zendesk workflow. Their previous chat tools created friction, requiring staff to be online during limited windows and lacking proper integration, which was unsustainable after their team became leaner. They turned to the vendor Crescendo for a solution using their AI-powered support platform.

Crescendo implemented its AI solution natively within Zendesk in just 33 days, configuring it to handle routine inquiries while seamlessly handing complex issues to human agents. The results for IDEO U were significant: over 85% of questions are now answered instantly, customer satisfaction increased by 34%, and the average number of interactions needed for resolutions dropped from 4-5 to 1-2. Crescendo enabled IDEO U to scale its support without adding headcount, achieving better performance at an equal or lower cost.

IDEO U