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Review the Dove Case:AnswerDash
Analyze the case using the sample case study analysis.For the exclusive use of Y. Wang, 2020. 9-516-106 REV: AUGUST 3, 2017 ELIE OFEK JEFFREY D. SHULMAN AnswerDash On a cold, rainy afternoon in early 2014 Dr. Jacob O. Wobbrock, cofounder and CEO of AnswerDash, met with the company’s other cofounder and CTO, Dr. Andrew J. Ko, to discuss the company’s future plans. AnswerDash had developed a product that, in Wobbrock’s mind, was nothing short of a revolution in how users could easily find answers to the questions they had while browsing websites. Moreover, the cofounders firmly believed that their innovation had the potential to be highly attractive to many businesses – allowing them to increase revenues, decrease customer support costs, and improve the consumer’s online experience. In the year and a half since the September 2012 founding, the company had meticulously gathered evidence of the benefits their novel technology generated for early adopter clients. As Wobbrock and Ko had hoped, these clients raved about the amount of costly customer support tickets that had been reduced by AnswerDash’s customer selfservice support solution, which allowed web users to find answers to their questions with less effort and without contacting the customer support staff of the company’s site they were on. Several of these early clients also experienced increased revenue by using AnswerDash to ensure users had the information they needed to complete a transaction.
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