Challenge
A US online school trains notary signing agents. Students ask about courses and certification around the clock, while the team works a short day and answers email. Its website promised replies within 24 to 48 business hours.
Solution
The school connected Stripe and lets Kai Support answer every conversation on the website chat from its course pages and help articles. The team keeps email and takes what Kai hands over.
Result
Over the 90 days to October 24, 2026:
- Kai took 1,993 conversations, about 660 a month, and 74% of them needed no person.
- 62% came outside business hours (the team works Monday to Friday, 9 to 3 Pacific), 19% at weekends.
- Kai answers in a median of 7 seconds. When a person answers, the median first reply takes 23.4 hours.
- The share Kai handles alone grew from 66% in June 2025 to 75% in September 2026.
Numbers are measured in Gleap. A conversation counts as handled by Kai when nobody asked for a person, no teammate replied and nothing was escalated.
See how Gleap works for service businesses: customer service software for small business.
