EasyPass handles 16,000 monthly interactions — without adding a single person to their team
Industry: EdTech · Location: Belgrade, Serbia · Founded: 2020
EasyPass was built on a simple idea: finding a private tutor should be as easy as booking a taxi. Co-founders Jana Antić and Marijana Jovanović launched the platform in 2020 to connect students — from primary school through university — with vetted tutors across every subject. Today, the platform serves thousands of students and their families across Serbia, with tutors handling everything from maths and languages to exam prep and professional skills.
But as the platform grew, so did the pressure on the team behind it.
The tool that cost more than it solved
Like many fast-growing startups, EasyPass turned to Intercom early. The logic made sense at the time: a recognized name, a polished interface, an established support suite. What they got in practice was a basic ticketing system with a subscription fee that climbed steadily as their user base grew — without any meaningful improvement in how quickly customers actually got answers.
Support tickets piled up. Students waiting for confirmation of a lesson booking. Parents asking about scheduling. Tutors with questions about their profiles and payments. The queue kept growing, and the team kept working through it manually, one message at a time. Intercom was capturing the requests. It wasn't solving them.
The bill kept coming. The backlog didn't go away.
Switched. Working within hours.
Jana and Marijana moved EasyPass to Starko and saw the difference almost immediately — not after a lengthy onboarding, not after weeks of configuration, but from the first conversations the AI agent handled.
Students and parents reaching out on WhatsApp, Instagram, and email started getting responses in under 14 seconds. Not routed to a queue. Not logged for a human to answer later. Answered — accurately, in context, on brand — before most people have finished reading the question they just sent.
The majority of tickets now resolve automatically. Common questions about lesson scheduling, tutor availability, platform navigation, and account setup are handled entirely by Starko's AI without any team involvement. The support load that previously required constant manual attention now runs largely on its own.
Built to get smarter
What compounded the impact was Starko's knowledge gap detection. As conversations flowed in, Starko surfaced the questions the knowledge base couldn't yet answer well — the topics that kept coming up without a strong resource behind them. EasyPass used those signals to improve their knowledge hub systematically, turning every gap into a fix, and every fix into faster, more accurate answers across the board.
The result is a support operation that handles 16,000 customer interactions every month — without growing the team that runs it.
Results at a glance
- 16,000 monthly interactions handled
- 14 seconds average response time
- Auto-resolved majority of support tickets
Starko is the AI-powered support platform that unifies WhatsApp, Instagram, email, and every other channel into one workspace — so your team stops chasing messages and starts delivering exceptional support.