The Norwegian game-based learning platform, Kahoot!, has seen massive growth over the last few years, and has more than 2 billion participating players since launch. In addition to their free version, Kahoot! also offers premium subscriptions for teachers and businesses, allowing users to power up in-class training or add fun quizzes to presentations and meetings, among other things.

Kahoot! is now used worldwide and is particularly popular in the US, but its massive popularity also presents a challenge. With most of its users living in a different time zone, how can Kahoot! answer user enquiries in real time?

In December 2018, Kahoot! and Kindly met to plan the foundation for what would become two different chatbots, all living across Kahoot!’s webpages. Two UX writers from Kindly joined Kahoot! in creating and tailoring the chatbots. From the get-go, it was clear that this was a match made in heaven.

Since the initial chatbot project, Kahoot! has also created another chatbot for their new subscription plan. Due to the fact that most of their skill tests had already been created with the previous chatbots, the new chatbot was easily built in only one day.

“I used the skills and I just tweaked the answers and implemented new links and all of it,” Evelyn said.

The project team is happy with how user-friendly Kindly is, and they’ve found the tool to be easy to learn and implement. They’re also happy with how quickly new features are available, allowing the team to adjust and update the chatbot to make it more visible and user-friendly for their customers. Among other things, they’ve tested activating the chatbot bubble on scroll and altering the answers based on customer interactions.

“We’re just tweaking,” Evelien says. “And if this doesn’t work, then we can go back to other things. We’re just trying everything to see what works best.”

With three chatbots now on their website, Kahoot! users all over the world are getting all the help they need without any additional strain on their customer support team.