Customers need to fill out a ticket if they have specific data or insights they are looking for.

The tech team manually retrieves the answer from myriad databases, which can take up to two months. If the data is not surfaced in time, the customer may ask a competitor instead.

The product team plugged Seek’s API into their platform, allowing customers to type questions into a text box. The questions are then routed to the tech team via the Seek web platform.

Questions now take <1 day to answer on average, with many questions answered instantly.