As Loom grew and expanded its help center, they realized the need for a more effective support automation system. They wanted a solution that would offer a conversational approach, make the process of obtaining help less tedious, and reduce the maintenance burden on their team.

Loom turned to Cohere, which swiftly capitalized on Loom’s existing chatbot flows and comprehensive help center. Within a matter of days, Cohere demonstrated the effectiveness of its solution.

Moreover, Cohere provided Loom with ongoing insights to identify areas where new content could be generated to address frequently asked questions that had yet to be answered. This ongoing support enabled the Loom team to stay ahead of the curve and consistently deliver exceptional customer service.

Cohere outperformed expectations, delivering a 51% SSR (an increase of 27% vs. the previous solution). The chatbot provided a seamless experience, quickly helping customers with its conversational approach and smooth transition to an agent if needed.

With Cohere, Loom customers are resolving their questions faster than ever before and freeing up Loom’s support team to focus on providing the absolute best customer experience possible.