Results Summary

• 3,600 queries automatically handled by Brainfish during the pre-exam surge.
• 89% AI answer accuracy, giving teachers and IT staff instant clarity without opening a ticket.
• Only 249 manual support requests required over the two month exam period; a reduction that enabled the team to provide individualised support.
• Faster support resolution, with teachers getting answers in seconds rather than waiting in queue-based systems.
• Zero headcount added, despite increased exam volume and support complexity.

Customer Overview

Gradeo is an end-to-end online assessment platform serving schools with exam preparation and high-stakes digital assessments. Their mission is to make secure, accessible, and stress-free online exams possible for every school.

Every school year, the weeks leading up to exams is Gradeo’s busiest. Their support team braced for the same pattern: ticket queues spiking overnight, teachers scrambling for last-minute answers, and documentation scattered across documents requiring strict version-control.

Gradeo wanted to help schools feel confident during exam season. But scaling support meant adding headcount, and that wasn’t an option.

Challenge

Before Brainfish, Gradeo faced the prospect of significant support bottlenecks during busy exam periods.

They relied on manual ticketing processes and support content scattered across a static guide and forms.

Teachers needed to find answers quickly, IT coordinators needed to know the latest technical requirements (including whitelisting rules and device specifications) and Gradeo’s team wanted a better method of analysing recurring issues and improving the currency of documentation.

These limitations made scaling support nearly impossible without increasing headcount or compromising response times.

Solution

Gradeo implemented Brainfish as an in-product help widget and knowledge base, empowering teachers, students and IT coordinators to self-serve answers within the platform.

Existing technical documentation, readiness guides, teacher and student checklists, help videos, frequently asked questions, and forms were migrated into a single, searchable knowledge base, creating one source of truth for all exam-related guidance.

Using Brainfish analytics, the team identified content gaps, improved readiness guides, and tracked unanswered questions for continuous improvement.

This allowed Gradeo to move from reactive ticket handling to proactive, data-driven support. 

Results

• High adoption during exam periods: having Brainfish answering queries meant that the Gradeo team were not overwhelmed. 
• Content improvement: Real-time analytics allowed rapid updates to documentation based on live user queries. Frequently asked questions and technical guidance were updated immediately. 
• Manual workload reduction: the majority of questions were automatically resolved through Brainfish, freeing support staff to focus on complex cases.
  

Before Brainfish

• Support content scattered across version-controlled documents and forms
• Long ticket queues during exam periods
• Repetitive questions consuming team capacity
• Slow updates to documentation
• Limited visibility into where schools struggled
  

After Brainfish

• Centralised, searchable knowledge base
• Instant answers for 89% of queries
• Ticket volume reduced to 249 cases
• Real-time content updates based on live data
• Analytics revealing exactly where guidance was unclear