Customer Success Story: Podium + Decagon

Podium helps sales teams attract, manage, and convert leads using simple AI tools for better communication and increased sales, all on one platform. As a fast-growing company, Podium needed a robust solution to ensure their customers receive timely and accurate responses, particularly during major product launches when documentation was still being developed. After assessing a few solutions on the market, Podium selected Decagon to boost their customer support efforts.

Podium had previously launched and been frustrated by legacy "chatbot" solutions. As a result, the Podium team came to Decagon with specific pain points to address. Specifically they needed:

1. Reliable, Consistent Escalation: Podium’s previous AI solution struggled to recognize when a customer conversation was stuck, and customers had to wait longer than necessary to get their questions either addressed or escalated.
2. Automation of Tier 1 Requests: Podium’s support team spent the majority of their time responding to repetitive, manual Tier 1 requests (i.e. updating payment methods, changing user permissions, and offering technical support for phone setup), which was a poor use of their time and resources.
3. Stagnant Deflection Rate: Their previous solution had limited automation capabilities, and Podium’s deflection rate could not increase past 25-30%. The Podium team knew they could improve their deflection rate further, and free up more of their team’s time with a true generative AI tool.
4. Low Agent Efficiency: Podium’s previous solution did not provide any tooling to improve agent efficiency. As a result, their human agents were spending too much time manually searching for resources, switching between customer support tools, and writing responses to customer questions.

These issues resulted in a poor customer experience that did not reflect Podium’s commitment to excellence. As a result, they were keen to find a solution that could not only address their pain points, but also provide additional benefits that would allow them to proactively engage with their customers.

After a thorough search, Podium chose Decagon for both our AI Agent and Agent Assist products. With Decagon, Podium now has:

1. Proactive, Reliable Escalation Paths: Decagon's AI agents can take customers through a dynamic troubleshooting workflow, detect when customers are stuck in a conversation, and escalate those tickets to a human agent when appropriate, drastically reducing resolution times.
2. Automated Manual Processes: Decagon built custom workflows based on commonly asked questions, enabling the AI Agent to take actions on behalf of the customer (e.g. setting up business hours, bulk messaging recipients, changing the business name, etc). By automating these workflows, Decagon decreased the frequency that human intervention was required.
3. Improved Deflection Rates: Podium has seen significant improvements in deflection rate, especially during new product launches when Help Center resources are not fully fleshed out. Podium immediately saw their deflection rate grow beyond the 25-30% ceiling they were previously unable to surpass.
4. Improved Podium Agent Efficiency: By integrating Agent Assist into Podium’s existing ticketing system (Salesforce), Decagon increased the effectiveness of Podium’s human agents with AI-suggested responses, direct links to knowledge base resources, and more, all of which cut down ticket response times dramatically.

By partnering with Decagon, Podium has successfully navigated many of their customer service challenges, ensuring a seamless and efficient support experience that keeps pace with their rapid growth.


If you’d like to see what Decagon’s AI agents can do for your support team, reach out to us at sales@decagon.ai.