How Chegg Uses Voice of the Customer Insights to Drive Real Business Impact with MaestroQA

Chegg’s support team plays a crucial role in ensuring a seamless learning experience for students. However, as the company grew, so did the challenges of maintaining quality at scale—siloed QA programs, inconsistent agent feedback, and a lack of structured VoC insights made it difficult to drive meaningful product and policy improvements.

To address this, Chegg built a structured Voice of the Customer (VoC) program by leveraging AI-powered QA, targeted conversation analysis, and cross-functional collaboration. With MaestroQA, Chegg’s QA and Support Insights teams work together to identify systemic issues, improve retention, and guide product enhancements with real customer feedback.

Our participation in this product rollout helped establish the Insights team as a trusted resource that can provide meaningful user insights to influence product decisions. We’re now brought in earlier in product roadmaps to share real customer sentiment before changes go live."

Mary Payne

Manager, Customer Support Insights (Voice of Customer)

Challenge: Unstructured VoC and Inconsistent QA Processes

Before implementing a structured VoC strategy, Chegg’s support teams faced key challenges:

• Siloed QA processes and vendor inconsistencies: Different BPO vendors had separate QA programs with inconsistent scorecards and grading criteria, making it difficult to ensure uniform support quality.
• Lack of structured VoC insights: While frontline teams identified recurring issues, there was no scalable way to surface and track customer feedback trends over time.
• Reactive approach to customer issues: Without targeted QA, feedback was primarily handled in a reactive manner, missing opportunities for proactive improvements in product and policy.
• Manual and inefficient review processes: QA and Insights teams spent significant time manually analyzing random samples of conversations, limiting their ability to identify systemic issues at scale.

Chegg needed a scalable, AI-powered approach to QA and VoC that could provide deeper insights, improve retention, and help drive business-critical decisions.

Solution: A Data-Driven, AI-Powered VoC Program

To address these challenges, Chegg implemented MaestroQA’s AI-driven insights and targeted QA capabilities to transform its Voice of the Customer process.

1. Standardized QA Across Vendors: Chegg established a global QA program with a centralized scorecard to ensure alignment across all BPO teams.
2. AI-Powered Conversation Classifiers: AI-driven classifiers helped Chegg target specific themes like retention risk, product usability issues, and common customer frustrations.
3. Cross-Functional Collaboration Between QA and Insights: The QA team focused on agent behavior, while the Insights team surfaced customer sentiment and product issues, creating a holistic view of the customer experience.
4. Real-Time AI Analysis at Scale: Instead of relying on random QA samples, targeted classifiers helped Chegg analyze the highest-impact conversations, ensuring that QA reviews aligned with business-critical priorities.

Results: Transforming QA and VoC into Business-Critical Insights

With MaestroQA’s AI-powered tools, like AI Platform and AskAI, Chegg has built a scalable Voice of the Customer framework that drives measurable impact:

Improved Product & UX Enhancements

• Real-time insights from customer conversations led to key product improvements:
  • Enhanced multi-image uploads to accommodate more detailed student questions.
  • Improved "Send to Expert" visibility to help students access expert support more easily.

Increased Operational Efficiency

• AI-powered QA significantly reduced manual review time, allowing analysts to focus on the most impactful conversations.

Higher Retention & Customer Satisfaction

• By identifying key drivers of churn, Chegg improved first-contact resolution and reduced subscription cancellations.

Stronger Alignment Between Support & Product Teams

• Customer insights now directly influence product roadmaps and policy decisions, ensuring student feedback translates into meaningful improvements.

Impact: A Scalable VoC Strategy That Drives Business Decisions

By integrating AI-powered QA and structured VoC insights, Chegg has shifted from reactive troubleshooting to proactive, data-driven decision-making.

The QA and Insights teams now collaborate in real-time, using shared AI classifiers to identify and track key trends. Their combined efforts enable cross-functional teams to act on VoC data faster—enhancing the student experience while improving operational efficiency.

With MaestroQA’s targeted QA and VoC tools, Chegg can now:

Discover how AI-driven QA can elevate your Voice of the Customer strategy and drive meaningful business impact. Schedule a demo today!