Summary
Superhuman’s customer care team wanted to do more than just answer tickets faster—they wanted to drive growth. To turn a standard support function into a revenue engine, they replaced manual discount processing with an automated, self-serve offer embedded right into their support channels.
By offering a 50% discount to students, educators, and the military through SheerID’s Audience Network, the team unlocked massive efficiency and growth. The move cut support tickets in half, achieved a 50% average conversion rate, and fueled a 50% YoY growth spike, with SheerID verifications driving 90% of all customer care revenue.
Challenge
Superhuman, an AI productivity suite that includes Grammarly, Coda, Superhuman Mail, and Superhuman Go, is a staple at more than 50,000 organizations and 3,000 educational institutions worldwide. As it rapidly scaled to 40 million users, its customer support ecosystem experienced a massive and continuous surge in student and educator discount requests.
Aside from occasional campaigns, Superhuman didn’t offer discounts as standard practice. Customer Care Manager Vicky Avramenko viewed the increase in inquiries as an opportunity to reinforce the team’s role as a growth and retention partner and make advanced features accessible to more users.
“We noticed a growing volume of student discount requests reaching customer care,” Vicky said. ”We had to find a solution for handling these requests that better met the needs of both our customers and the business.”
SheerID gave us a comprehensive, privacy-conscious verification solution that protected customer data from day one.
Solution
Superhuman partnered with SheerID to launch several exclusive offers. The company gave students, educators, military, healthcare workers, and young adults a 50% discount on its Grammarly Pro plan, and used SheerID’s Audience Network to instantly verify every customer’s eligibility at checkout.
To maximize the program’s impact, Vicky’s team partnered with Superhuman’s marketing team to promote it through traditional channels and social campaigns. But they also made the smart move of embedding the offer and its verification process directly where customers were looking for it, including its core support channels:
- Help Center
- Support Bot Assistant
- Ticket Automation
Partnering with SheerID was a direct initiative of Vicky’s team and challenged the traditional support model of a help desk that focused solely on ticket volume. Instead, it positioned the team to become a proactive driver of growth and retention.
Our team doesn’t operate like a traditional support function. We use insights, accessibility initiatives, and audience-based programs to nurture and retain users. Launching discount and verification initiatives through SheerID was a great way to help our customer base succeed and grow.
Results
The program was a tremendous success. Having customers find and get instantly verified for the offer reduced the number of support tickets by 50% in the first year. With an average 50% conversion rate on the program, SheerID verifications ultimately drove 90% of the total revenue generated through Superhuman’s customer care channels.
Vicky was thrilled with the program’s performance and proud of her team’s work. What began as a tactical effort to reduce ticket volume turned her team into an essential business driver.
“Our small but incredibly mighty Discounts Team grew from a traditional support function into a strategic partner for marketing initiatives, retention, and customer insights. SheerID enabled us to provide our customers with a self-serve experience that converted their pain points into business growth,” Vicky said.