Codecademy is growing fast. The company recently added a paid “Pro” option, which gives users access to a personalized learning plan with quizzes, help from advisors, and more. But it also wants to stay true to its mission of providing accessible coding education to anyone who wants to learn, anywhere around the world. The challenge with this model is supporting the majority of non-paying users without driving up costs.
While 30% of queries come through the contact form, the majority of contacts are still made via email, which requires a human response. With so many users and a small team, the first response times were often upwards of 12 hours. Codecademy needed a way to drive more users to the self-service channel for instant, accurate answers. They also wanted to identify the gaps in their knowledge base so they could create content and provide instant answers to the questions their users are asking most.
“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,” says Riley Soter, Customer Support Manager at Codecademy.