Mike HeapMike is an experienced Product Manager who focuses on all the “non-development” areas of My AskAI, from finance and customer success to product design, copywriting, testing and more.
Table of Contents
Created time
Aug 15, 2024 02:26 PM
Author
Image
Publish date
Aug 6, 2024
Slug
freecash-myaskai-case-study
Featured
Featured
Type
Case study
Ready to Publish
Ready to Publish
Freecash automates 71% of support queries with My AskAI, empowering their team to tackle higher-value tasks
- Freecash is a B2C global rewards platform, where users can make money by completing tasks, surveys, and offers.
- As the popularity of their platform rapidly increased they faced growing support demands.
- After testing Intercom’s Fin and a competitive vendor selection process they chose My AskAI, which now resolves 71% of customer inquiries, reducing the workload on support staff.
- With AI handling the simpler queries, Freecash's team can focus on more complex issues, improving their knowledgebase and enhancing overall customer satisfaction.
- Freecash is now exploring further opportunities to integrate My AskAI into their support strategy and collaborate with them to further develop their Intercom integration.
What does Freecash do?
Freecash is a B2C online rewards platform that has quickly become a market leader and favorite for users seeking to earn points by completing tasks, surveys, and offers.
Users can redeem rewards through PayPal, cryptocurrencies, gift cards or direct bank transfers and the site offers daily leaderboards and rewards for top earners to incentivize and gamify participation.
Growing Support, Growing Strain
However, with their fast-expanding community, Freecash found themselves managing a mounting volume of support tickets.
The traditional approach of scaling their team to match demand was no longer viable.
"We knew we couldn't keep up with the rising demand by just adding more team members. We needed a more efficient way to handle routine inquiries."
The influx of user queries began to impact response times, making it clear that Freecash needed a technology solution to scale.
My AskAI to the Rescue
After testing out Intercom’s Fin, they realised AI support was the solution to their problems, but at $0.99/resolution and with tens of thousands of tickets, growing by the day with their userbase, it wouldn’t be economical.
So they began a competitive vendor selection process, testing out several solutions over several months to see which performed the best.
In the end, Freecash turned to My AskAI, specifically because of:
- The ability to integrate backend information to improve answer accuracy.
- The use of high-performance models for all queries (OpenAI’s GPT-4o).
- The high resolution rates they had seen in testing.
- The proactivity and responsiveness of the founders in customizing their Intercom setup and ensuring all questions were answered.
"My AskAI stood out because of its impressive answer accuracy and ability to integrate with our tools effortlessly."
Instant Impact, Lasting Benefits
Once implemented, the results were immediate.
My AskAI now resolves 71% of support queries, freeing-up the team to handle more complex customer issues and focus on strategic initiatives.
"Our AI now resolves the majority of routine queries, saving us hours of manual work each day. This allows us to dedicate more time to solving complex issues and improving the overall user experience."
This shift has allowed them to improve both response times and the overall user experience.
Looking Ahead: The Future of AI at Freecash
Freecash is excited to expand their use of My AskAI by integrating its AI Email Assistant and exploring more ways to optimize their customer support with AI, aiming to create a seamless and efficient user experience.
A Smart Partnership for Growth
The partnership with My AskAI has been a game-changer for Freecash, enabling them to handle their growing customer base efficiently and paving the way for future innovations.
