About monday.com
monday.com transforms the way teams work together. Their Work OS is a low code- no code platform that democratizes the power of software so organizations can easily build work management tools and software applications to fit their every need. The platform intuitively connects people to processes and systems, empowering teams to excel in every aspect of their work while creating an environment of transparency in business.
As an industry-leading productivity company, monday.com has always been focused on driving internal efficiency while delivering on customer expectations. So when the opportunity to take the next leap forward via generative AI presented itself in 2022, monday.com naturally went all-in. For monday.com's Global Support teams, a core partner in this evolution has been Ask-AI.
monday.com brought on Ask-AI to serve as a new central knowledge hub for their Support teams, enabling Support agents around the world to find and quickly share information for solvingcustomer issues. To ensure Ask-AI was available from any software or tool that monday.com's Support agents worked in, agents installed Ask-AI's helpful Chrome extension, which soon became their go-to central knowledge hub. This deployment has allowed monday.com's Support team to access a single source of knowledge across the organization and resolve customer inquiries more efficiently. The result has been more of that exceptional customer support that monday.com has become known for – and ultimately, user satisfaction.
"The feedback from our customers has been overwhelmingly positive," says Kim Landau, Customer Success Group Manager & Strategy Lead at monday.com. "They are delighted that we can answer their questions on the spot during the calls, rather than having to wait for a response offline."
And feedback on the improvements didn't just stop at customers. Jean Roulet, a Customer Success Manager, remarks, "I like that I can simply search keywords, and it'll show me results from say both Guru and Slack – and it takes me directly to the piece of information that is relevant."
Ask-AI has had an immediate impact on ticket handling time at monday.com, with teams seeing a 13.5% reduction in ticket handling time among its most-active Ask-AI users – a nearly tenfold jump compared to a 1.4% reduction for non-active users. This has led to faster and more effective customer support and increased customer satisfaction.
The improvements for monday.com have gone beyond just faster ticket handling. With Ask-AI, the CX management team has also sought to reduce the number of external tickets being submitted by customers. Anything that could reduce this would represent a multifold benefit; for one, it would mean that customers could resolve more issues on their own, which was always the preferred option whenever available, and two, monday.com's Support agents could focus more of their time on the remaining issues outstanding.
To achieve this goal, monday.com turned to Ask-AI's MosAIc, a tool that helped them identify the primary issues that customers were facing. Now, teams at monday.com use MosAIc during meetings with the product management team to map out which issues needed to be prioritized and addressed first. By leveraging the insights provided by MosAIc, the CX management team has been able to take a targeted approach to resolving customer issues, resulting in a significant reduction in the number of external tickets received.
Next on monday.com's priorities was empowering their agents with the necessary knowledge and training to provide exceptional customer support. To tackle this, they once again turned to Ask-AI's MosAIc – this time with a focused use case around monday.com's Slack instance – to help identify knowledge gaps among their CX agents.
By analyzing the data provided by MosAIc, monday.com's Knowledge team was able to develop relevant training and knowledge resources to address these gaps. This approach has not only improved the overall knowledge base of the CX team, but also boosted their confidence in handling customer inquiries. As a result, monday.com has been able to provide more efficient and effective customer support, driving increased customer satisfaction.
Finally, monday.com also sought to reduce internal Slack threads and use Ask-AI to improve overall organizational knowledge sharing. The benefits of getting this right would be significant for monday.com, as reading and responding to internal Slack theads took up a lot of time, and served as a regular source of distraction – particularly in busy Slack channels with many members. However, this also couldn't just be eliminated outright, as these threads of course represented employee questions that needed answering. In came Ask-AI, as a tool that employees could get answers from before needing to consult colleagues.
Indeed, during the proof of concept phase, active Ask-AI users reduced their Slack questions by an astounding 32.7% on average – providing significant time savings both for writer and reader, and enabling monday.com's CS teams to focus on serving customers and tackling tasks at hand.
By leveraging Ask-AI and MosAIc, monday.com streamlined their internal support processes, improving productivity and knowledge sharing.
"Since the launch of the Ask-AI tool, we have definitely seen a reduction in the number of internal questions," says Kim. "This has allowed our team to focus on more important tasks and has resulted in increased productivity and efficiency."
Ask-AI is the workplace AI assistant for your entire organization – bringing AI-powered workflows, Enterprise Search, and Knowledge Management, all in one place. Turbocharge your workforce by connecting it to the entirety of your organization’s systems and knowledge, and unlock employee productivity with dozens of AI-powered workflows at their fingertips.
