In August 2024, Hostinger surpassed its 3 million client base. With more and more customers trusting us, we are nudged to look for innovative solutions that can ensure our growth is sustainable, all while providing an exceptional customer experience. 

In May 2023, we launched an AI chatbot that is currently an integral part of Kodee, which helped us improve all of our metrics. Today, Kodee fully resolves around 45% of customers’ requests via live chat support. With almost every other conversation being resolved by Kodee, the customer benefits from faster and quality support. 

However, this brought additional challenges when Customer Success specialists started increasing their concerns about whether their role was still relevant and had a future. From the start, the AI chatbot was never intended to reduce the number of employees; rather, it was intended to enable specialists to handle more complex issues and grow professionally. To ensure this, we have developed an in-house tool, a Success Path Hub.

The Success Path Hub is an environment where individuals can embark on a journey towards mastering their roles, achieving high standards, and fostering a culture of curiosity and improvement. Based on our belief that true progress comes from self-motivated employees and looking through the lens of complex adaptive systems, it was important for us that a tool had both the needed complexity and flexibility to support business needs and foster three main pillars of intrinsic motivation (D. Pink, Drive): mastery, autonomy, and purpose.