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Meet the Team

When we first launched Nexudus, we were a small, tightly-knit team wearing multiple hats—from sales to implementation and customer support. In those early days, if a customer had a question, there was a good chance that the person answering it was also the one who had built that particular feature. This hands-on approach meant we possessed intimate knowledge of our product and could deliver highly personalized support.However, as Nexudus grew, so did the complexity of our operations. What began as an advantage eventually evolved into a challenge: how do you maintain the same level of expertise and personalized support when your team expands?The Growing Pains of ScalingAs our customer base increased and our operations became more complex, relying on individuals to hold all the knowledge in their heads quickly became unsustainable. We transitioned into a more structured organization, establishing specialized teams. This shift brought much-needed efficiency and expertise—but it also created a significant knowledge-sharing challenge.With information about product features, use cases, and best practices scattered across different teams, a product update in our coworking software might be well-known to our engineering team but not fully understood by customer support. This knowledge gap threatened the quality of support we prided ourselves on, making it clear that we needed a better system to capture, distribute, and apply our collective knowledge.Bridging the Knowledge Gap with AI and AutomationTo address this challenge, we invested in AI-driven knowledge management. Today, Nexudus leverages a powerful combination of AI agents, a structured knowledge base, a vector database, and continuous feedback loops. This system has been transformative in ensuring our entire team—and ultimately our customers—always has access to accurate, up-to-date information.How It Works<ul><li>AI-Powered Knowledge Base: We centralize all our product documentation, best practices, and common customer issues into one searchable repository. This ensures that whether you’re in support, sales, or engineering, you have instant access to the latest and most accurate information.</li><li>Vector Database for Contextual Search: Rather than relying solely on keyword searches, our vector-based search retrieves relevant information based on context and meaning. This means even if the exact terms aren’t used in a query, the right information can still be surfaced.</li><li>AI Agents to Assist Support Teams: When a support ticket is submitted, our AI system analyzes the request and suggests relevant documentation, previous case resolutions, or internal knowledge to the agent handling the case. This not only speeds up response times but also ensures consistent, high-quality answers.</li><li>Continuous Learning Through Feedback Loops: After every customer interaction, we collect feedback on the solution’s effectiveness. This feedback is instrumental in refining our knowledge base and AI models, enabling us to continually improve our support processes.</li></ul>Introducing NAI: AI Support Inside NexudusOne of our most significant innovations has been the development of <a href="https://youtu.be/i8Pr-fDiSb0?feature=shared">NAI</a>, our AI-powered support agent embedded directly into the Nexudus administration panel. NAI has revolutionized how our customers interact with our platform by providing immediate assistance and streamlining routine tasks.With NAI, our customers can:<ul><li>Get instant answers to product-related questions by tapping directly into our knowledge base.</li><li>Perform basic actions—such as creating records—without the need to navigate through multiple menus.</li><li>Generate reports using plain English commands, making data insights more accessible than ever.</li></ul>By embedding AI support directly into our platform, we empower coworking and flexible workspace operators to quickly find the necessary information—eliminating the need to open support tickets, scour through documentation, or wait for assistance.Empowering Our Customers with AI AssistanceThe benefits of our AI-driven approach extend beyond our internal teams. We’ve also integrated these capabilities into our Members Portal and mobile app. This means that flexible workspace operators can now provide their members with AI-powered assistance, too.Members enjoy the convenience of getting instant answers to common questions regarding their accounts, invoices, bookings, and services—without waiting for human intervention. This not only reduces the workload on workspace staff but also enhances the overall member experience by delivering faster, more accurate responses.The Future of Knowledge at NexudusOur journey from an all-hands-on-deck startup to a structured, AI-enhanced organization has taught us an invaluable lesson: scaling knowledge is just as critical as scaling operations. By leveraging AI, automation, and continuous learning, we’ve established a system where information flows seamlessly across teams, enabling us to support our customers more effectively than ever before.Innovations like NAI and our AI-driven customer assistance aren’t just about internal improvements—they’re about empowering every coworking operator and member who uses Nexudus to manage their environments more efficiently.As we continue to evolve, we’re excited to explore even more ways in which AI can enhance our platform. Our commitment is not only to improve our internal processes but also to lead the coworking industry in delivering smarter, faster, and more responsive solutions.Want to See How AI-Powered Support Can Transform Your Workspace Operations?If you’re looking to take your coworking space to the next level with AI-powered solutions, we’d love to show you how our innovations can make a difference. <a href="https://nexudus.com/contact/">Get in touch with</a> us today to learn more about how Nexudus is reshaping the future of coworking management.By sharing our story and the lessons we’ve learned along the way, we hope to inspire other coworking operators to embrace technology and innovation as they scale their own operations. At Nexudus, we’re not just providing a management platform—we’ve been pioneering the future of coworking software since 2012.

When we first launched Nexudus, we were a small, tightly-knit team wearing multiple hats—from sales to implementation and customer support. In those early days, if a customer had a question, there was a good chance that the person answering it was also the one who had built that particular feature.

From Startup to AI-Powered Coworking Software Company: The Nexudus Journey

In the expanding world of coworking and flexible workspace management, a support agent plays a crucial role in ensuring that coworking space operators can make the most of their Nexudus experience.Nexudus, a comprehensive platform designed to streamline the operations of shared workspaces, empowers space managers with a wealth of tools.Today, we'll take you through a typical day in the life of a support agent at Nexudus, as they navigate the web of customer support, training calls, and team meetings.Morning: The Day BeginsThe day kicks off bright and early for a Nexudus support agent, the first task is to check the ticketing system where customers submit their queries and requests.Each morning starts with a thorough review of new tickets, ensuring that no issue goes unnoticed.These tickets encompass a wide range of topics, from technical glitches, to billing inquiries, feature requests, and integration support.The support agent prioritises the tickets, giving precedence to urgent issues that require immediate attention.In the fast-paced coworking industry, time is of the essence, and resolving problems promptly is essential to keep coworking spaces running smoothly especially at the start of the day as customers are arriving at spaces for a day's work themselves.Mid-Morning: Dive into ticketsWith the tickets prioritised, it's time to start tackling them one by one.This involves investigating issues, providing solutions, and communicating with customers.As tickets pour in, the support agent may encounter a variety of challenges.These could range from technical difficulties that require troubleshooting, billing discrepancies that need clarification, or queries about specific features or integrations within the Nexudus platform.One of the support agent's key strengths is their deep knowledge of the Nexudus platform.This knowledge is put to good use as they craft detailed responses to customers, guiding them through the specifics of using Nexudus.The goal is not only to resolve immediate issues but also to empower customers with the skills and knowledge they need to navigate the platform independently.Toward the end of the morning, the team will get together to troubleshoot tricky issues in a group so we can ensure the correct information is getting to customers or we can decide if issues need to be escalated to our development team for further investigation.Lunch Break: Brief RespiteSupport agents understand the importance of taking breaks to recharge and refocus.Lunchtime is a valuable opportunity to step away from the computer and recharge for the tasks ahead.It's also a chance to chat with colleagues, discuss ongoing issues, and share insights and tips for providing even better support.Afternoon: Customer Training CallsThe afternoon often brings a change of pace, as it's usually time for customer training calls.While calls can be scheduled at nearly any time of day they more commonly are arranged for the afternoon.These calls are scheduled in advance, and they provide an opportunity to offer in-depth training and guidance to customers who want to enhance their proficiency with the Nexudus platform.Training calls are not one-size-fits-all.They are tailored to each customer's specific needs, ensuring that they receive personalised support.These calls can cover a wide array of topics, such as optimising member management, configuring booking rules, and setting up billing and invoicing.The goal is to equip customers with the skills they need to leverage Nexudus to its full potential.For support agents, these calls offer a chance to build stronger relationships with customers and truly understand their unique requirements.They provide a platform for customers to ask questions, seek clarifications, and receive real-time guidance, all aimed at helping them achieve their goals.Late Afternoon: Back to ZendeskAfter the training calls, it's back to the Zendesk queue.The support agent continues to address customer inquiries and resolve outstanding issues.The range of questions and challenges can vary greatly, reflecting the diverse needs of our customers.However, the support agent's familiarity with Nexudus enables them to navigate these complexities with confidence.In addition to individual ticket resolution, the support agent may also encounter recurring themes or issues that warrant attention from the product development and engineering teams.They document these trends and collaborate with other teams to identify opportunities for system improvements or enhancements.Evening: Team Meeting and Wrap-UpToward the end of the day, the support team again gets together to discuss.These meetings are an opportunity for the support team to share insights, discuss common challenges, and brainstorm solutions.They foster a sense of camaraderie and collaboration among team members, ensuring that everyone is aligned on best practices and emerging issues.Once the meeting concludes, it's time for the support agent to wrap up their day.They ensure that all pending tickets are resolved or scheduled for follow-up.The goal is to leave no customer hanging with either an answer provided or an acknowledgement that the issue is being looked into.ConclusionA day in the life of a support agent at Nexudus is a whirlwind of activity, from managing tickets to conducting customer training calls and collaborating with the support team.It's a role that demands a deep understanding of Nexudus, the ability to adapt to diverse customer needs, and the dedication to provide top-notch support.Support agents at Nexudus are not just troubleshooters; they are trainers, guides, and problem-solvers, committed to helping coworking spaces maximise their potential with Nexudus.Their work is instrumental in building strong and enduring relationships with customers, ensuring their continued success in the ever-evolving coworking industry.

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Explore the daily tasks of a Nexudus support agent and how they optimise your coworking space management software.

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Read our latest articles to catch up on our most recent updates, advice and tips for workspace operators, and news and insights from the wider coworking and flexible workspace industry.

From Startup to AI-Powered Coworking Software Company: The Nexudus Journey

A Day in the Life of a Nexudus Support Agent: Enhancing Your Coworking Software Experience

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Read our latest articles to catch up on our most recent updates, advice and tips for workspace operators, and news and insights from the wider coworking and flexible workspace industry.

From Startup to AI-Powered Coworking Software Company: The Nexudus Journey

A Day in the Life of a Nexudus Support Agent: Enhancing Your Coworking Software Experience

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