How Basics & Beyond Cut Support Tasks by 50% with a Voiceflow AI Assistant.

Project Overview: We partnered with Basics & Beyond, a leading provider of continuing education for CPAs and tax professionals, to implement a sophisticated AI-driven customer support solution using Voiceflow. The aim was to streamline repetitive customer interactions, provide instant 24/7 assistance, and enhance overall client satisfaction and operational efficiency.

Challenges: Before deploying the AI assistant, Basics & Beyond managed customer support primarily through manual processes, utilizing email and direct phone interactions handled by a small internal team. According to Basics & Beyond, “Customer support was managed manually through email and direct phone response by a small internal team. We used shared inboxes and basic CRM tools, which worked but lacked scalability and instant response capability.” Key challenges included:

  • Delayed response times to customer queries.
  • High volumes of repetitive inquiries (e.g., certificate lookups, registration confirmations).
  • Limited hours of support availability.
  • Difficulty in managing and updating FAQs consistently.
As Basics & Beyond noted, these challenges created a scenario where “response delays, repetitive inquiries, and limited support hours were key inefficiencies.”
Results

Results: The introduction of the AI Assistant, JoJo, yielded immediate and significant improvements:

  • Reduction in repetitive support tasks by over 50%.
  • Instantaneous, round-the-clock customer support.
  • Improved accuracy and consistency in handling common inquiries.
  • Enhanced scalability without increasing internal team size.

In the words of Basics & Beyond, “Integrating JoJo, the AI assistant, has streamlined our support process and cut repetitive tasks by over 50%. It’s been a game changer for both customer experience and internal efficiency.”

"Steven was highly collaborative, efficient, and responsive. He understood our goals quickly and helped translate technical needs into a working solution that fit our audience. Integrating JoJo, the AI assistant, has streamlined our support process and cut repetitive tasks by over 50%. It's been a game changer for both customer experience and internal efficiency."

Sean BroderickCEO, Basics & Beyond

Conclusion: Through our expert deployment of the Voiceflow AI Assistant, Basics & Beyond successfully modernized their customer support, enhancing both client satisfaction and internal productivity. The AI-driven solution has proven to be an indispensable asset in managing seasonal peaks and ensuring consistent, high quality customer service.