Problem

We identified a growing gap between customer needs and the availability of accessible, scalable training resources. Our support team was spending a large portion of its time answering repetitive questions, which slowed incident resolution and frustrated customers seeking quick guidance.

To address this, we needed a modular, on-demand training program that could be updated rapidly and delivered at scale. We sought a solution that would empower customers to self-serve while reducing routine support burdens. Learn more about how we approached content design and delivery constraints.

Solution

We developed on-demand training using Rise and Storyline to deliver bite-sized modules that customers can access anytime. The training was structured to cover common workflows, troubleshooting steps, and best practices, with interactive assessments to reinforce learning and track progress.

In parallel, we integrated AI-powered FAQs to provide instant, contextual answers. This combination reduced the friction of onboarding and offered self-help paths for complex issues, while our team maintained oversight to ensure accuracy and relevance. We deployed the resources across multiple channels to maximize reach and adoption.

Impact

Support calls reduced by 15-20% due to improved self-sufficiency and clearer guidance.
Self-sufficiency score improved by X% as measured by post-interaction surveys.
Training completion rate increased by X% across all customer segments.

Quote of how incredible of an impact this had.

Team

Team Member #1 - Training Architect
- Led the design and implementation of the Rise/Storyline training curriculum
Team Member #2 - AI Solutions Engineer
- Implemented and refined the AI-powered FAQ system for accuracy and scalability

On-demand Training and AI FAQs Cut Support