Customers don't read docs—then they call support
"We reduced onboarding-related support tickets by 40% after launching our customer academy. Customers complete training before their kickoff call, so CSMs can focus on value realization instead of basic how-to's."
How JoySuite Transforms Customer Education
You've written help articles, but customers don't read them. They submit tickets for basic questions your docs already answer. Your CSMs spend hours on repetitive training calls instead of strategic work. And when customers don't adopt key features, they churn—even though your product could solve their problems.
Turn help docs into Socratic coaching
Upload your customer content
Feed JoySuite your help center articles, product docs, getting started guides, and training videos. The content becomes Dahlia's knowledge base for coaching sessions. Learn about Instant Upskilling →
Customers start coaching sessions
Customers use Dahlia's /coach-me command to begin a Socratic learning session on any topic—setting up integrations, using advanced features, or optimizing workflows. Dahlia guides them through questions rather than lectures.
Learn through guided discovery
Dahlia asks probing questions, checks understanding, and guides customers to discover how features solve their specific problems. This active learning creates deeper understanding than passive reading.
Track engagement and identify gaps
See which accounts are using coaching, what topics they're exploring, and where customers might need additional support. Use engagement data to prioritize CSM outreach.
Key Features
🎓 Socratic Coaching Method
Dahlia guides customers through discovery with questions rather than lectures, creating deeper understanding and better retention.
📚 Works With Existing Docs
Transform your current help center, product docs, and training materials into interactive coaching sessions without creating new content.
⏰ Self-Paced Learning
Customers learn on their own schedule with AI coaching available 24/7, reducing CSM time spent on repetitive training calls.
📊 Engagement Analytics
Track which accounts use coaching, what topics they explore, and where they might need additional support to prioritize outreach.
What you can feed it
JoySuite works with whatever you have—no need to create new content from scratch.
Help Center Articles
Your existing knowledge base
Product Documentation
Features, specs, workflows
Training Videos
Existing demos and tutorials
Getting Started Guides
Onboarding materials
Best Practices
Tips from top customers
Admin Guides
Configuration and setup
Adapt this recipe for your needs
New User Onboarding
Guided coaching for first-time users—Dahlia walks them through the basics they need to see value quickly.
Admin Deep-Dive
Advanced coaching for account admins covering configuration, user management, and optimization.
Feature Exploration
Targeted coaching on specific features—help users discover capabilities they're not using yet.
Power User Coaching
Advanced coaching for users who want to master every feature and become internal champions.
What you'll get
Here's a sample Socratic coaching session on setting up integrations:
Topic: Setting Up the Salesforce Integration
Dahlia: Let's get your Salesforce integration working. Before we dive into the setup, what's the main thing you're hoping to accomplish by connecting Salesforce?
Customer: I want our sales team to see customer data without switching apps.
Dahlia: Great goal. Now, thinking about your sales workflow, at what point in the deal cycle would that data be most valuable—during prospecting, in active deals, or after close?
Customer: Probably during active deals, when they're on calls with prospects.
Dahlia: Perfect—that tells us you'll want the sidebar widget, not just the batch sync. Before we enable that, what Salesforce objects does your team use most? Leads, Contacts, Accounts, or Opportunities?
Customer: Mostly Opportunities and Accounts.
Dahlia: Got it. Let's configure those first. Can you navigate to Settings → Integrations → Salesforce and tell me what you see under "Connected Objects"?
Session continues with guided setup...
Who This Is For
Customer Success Leaders
Scale customer education without adding headcount. Reduce time-to-value and improve retention with self-service training.
Support Managers
Deflect repetitive how-to questions with proactive training that teaches customers before they need to ask.
Product Marketing Teams
Drive feature adoption by making it easy for customers to learn advanced capabilities on their own schedule.
SaaS Founders
Create a scalable onboarding experience that grows with your customer base without proportional support costs.
Frequently Asked Questions
What is a customer academy and why do I need one?
A customer academy is a self-paced learning platform that helps customers master your product. It reduces support tickets, accelerates onboarding, and improves retention by turning customers into power users who fully understand your product's value.
How is AI-powered customer training different from traditional LMS?
Unlike traditional LMS platforms with static courses, AI-powered training uses Socratic coaching to adapt to each customer's questions and learning pace. Customers learn through guided discovery rather than passive video watching, resulting in better retention and faster adoption.
Can I build a customer academy without a dedicated content team?
Yes. JoySuite's Customer Academy Builder works with your existing help docs, product documentation, and training materials. The AI transforms this content into interactive coaching sessions without requiring additional content creation.
How does a customer academy reduce support tickets?
By providing interactive, on-demand training that answers questions before customers submit tickets. Our customers report 30-40% reductions in onboarding-related support volume after launching their academy.
Can I track which customers are using the training?
Yes. JoySuite provides engagement analytics showing which accounts use coaching, what topics they explore, and where they might need additional support—helping CSMs prioritize outreach effectively.