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Customer Story
How Ramp automates 60%+ of its in-app support inquiries using Cohere
Ramp is a finance automation platform designed to help businesses save time and
money. With Ramp, businesses get corporate cards, expense management, bill
payments, accounting automation and reporting—all in one easy-to-use and free
solution. With their unique approach to financial services, the company has
quickly become America’s fastest-growing corporate card and top-rated spend
management software. 

Ramp was looking for a customer support automation platform that could keep up
with their fast-paced growth and handle their complex customer questions. They
needed a platform that would provide high self-serve rates and require minimal
implementation & maintenance effort.
Before Cohere
✗ Lack of any automation offerings to handle complex customer requests was
putting costly stress on their support org
✗ Ramp required a solution with both minimal training and creation of decision
tree workflows
✗ Ramp signed with an incumbent vendor, but the implementation process took
months to go fully live
✗ Key tasks to automate like “increasing spending limits” were blocked due to
cumbersome integrations
After Cohere
✓ 60%+ self-served outcomes
✓ Leveraged only existing content in help center, no training needed or creation
of decision tree workflows required
✓ Fully up and running platform in just 2 weeks
✓ Ability to simplify common actions with low-lift integrations
“
With Cohere, we’ve been able to start self-serving 60%+ of our customers’ in-app
inquiries within a matter of weeks, all by leveraging our existing content. It
handles complex, real-world inquiries that other bots struggle with while saving
valuable time for our customers – helping our agents focus on the cases that
matter most.— Walker Nordin, Senior Customer Ops Manager at Ramp

Challenges
A high-growth org needing support automation quickly
In the past year, Ramp’s customer base grew 7x so they were looking for ways to
maintain a high level of customer service without needing to scale support
headcount linearly with client growth.
With more than a customer base of 7K customers, inquiries range from simply
resetting the password to complex questions about integrations. This made
finding a support solution that could meet their needs both difficult and
time-consuming.
They eventually tested an incumbent automation solution, but implementation
wasn’t as flexible and took longer to implement.
Despite the challenges, Ramp was committed to providing the best possible
customer experience and continued to explore new support solutions, hoping to
find one that was a better fit for their needs.

“
We tested a number of support automation platforms and Cohere was the only one
that fit all our needs. The fact that you can get started with only your help
center content, requires little to no overhead to maintain, and generates
industry leading self-serve rates makes it an absolute no-brainer.— Walker
Nordin, Senior Customer Ops Manager at Ramp

The Solution
All-in-one front-end support platform offering speed and best-in-class
automation
After trying out several different options, Ramp adopted Cohere.
Choosing Cohere allowed Ramp to use their existing knowledge base to start
automatically resolving support tickets via automated chat. The need for
manually training queries or creating decision tree workflows to handle their
vast type of queries was not necessary to launch right away.
The Ramp team was impressed by how easy it was to get started, especially
integrating their internal systems.
Since Ramp placed a high value on speed without sacrificing self-serve outcome
results, Cohere was the perfect partner.


Ramp self-serving one of their most common questions using Cohere.

“
Cohere’s ability to answer customers' inquiries saves my team 10+ hours a week.
The ability to see what's working and what isn't in real time is invaluable when
it comes to improving self-serve outcomes.

With this data, we can focus our efforts in the most effective way possible, and
ultimately achieve better results for our customers. I know Cohere has my back
in helping us identify any missing content gaps and addressing them immediately.
— Walker Nordin, Senior Customer Ops Manager at Ramp

The Result
60%+ self-serve outcomes for in-app service
When it comes to customer support, self-service is key. That's why Ramp decided
to implement Cohere, an AI-powered platform that provides industry-leading
self-serve rates.
In just a fraction of the time it would have taken to get the incumbent platform
implemented, Cohere had Ramp up and self-serving over 60% of its support
requests.
As Ramp continues to grow, Cohere's algorithm will continue to learn and
optimize, eliminating the need to continually build new decision tree workflows
or train new types of queries. This allows Ramp to refocus its support resources
on the customers that need it the most, providing an even better customer
experience.
Cohere's support is outstanding because they take the time to understand their
customers' goals and help them achieve them. When we integrated their platform,
they built our team custom tools to make sure we could quickly leverage our
efforts from the past, rather than starting from scratch again.

Our growth would not have been possible without their proactivity in meeting and
exceeding our agreed-upon SOW for service. We are truly grateful for their
partnership in helping us offer first-class support.
The benefits of self-service are clear. Customers get the answers they need
faster and with less friction, while companies can reduce support costs and
increase customer satisfaction. With Cohere, Ramp is leading the way in
self-service customer support.

“
Ramp’s philosophy is to provide clear cost savings and ROI to customers. Cohere
provides that same transparency which was critical for me getting buy-in from
our team. Their pricing aligned with our product growth so we save more as we
scale, and I'd estimate that we’re on pace for a 5X return with Cohere in Year
1.— Walker Nordin, Senior Customer Ops Manager at Ramp
Looking to unlock the full potential of your support team?
Book a demo with us, and see how you can resolve 40%+ of support cases with the
content you already have. You'll go live in hours, not days.
Book a demo→
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