Challenge
Explosive growth turned AirGigs’ support queue into a wall of repetitive, lookup-heavy questions.
After a surge in demand from 2020 onward, support volume outran the team. A huge share of tickets were the same marketplace questions, how to log in, where an order stood, how a payout worked, and each still required a person to look up an account, check an order, and reply. Even after adding staff, they couldn’t keep pace, and every routine answer meant a human bouncing between systems just to gather context.
Their help desk billed by seat, so giving the wider team visibility into buyer and musician issues meant paying for more licenses, a hard sell for a bootstrapped company.
“We were paying skilled people to answer “how do I log in?” a hundred times a week, and every answer meant digging through three screens first. Growth was supposed to be good news, but support was the bottleneck, and our old per-seat help desk kept getting more expensive as we grew.”
AirGigs needed a complete platform that resolved routine questions, gathered its own context, and gave the whole team visibility for less than the incumbent charged.
Solution
AirGigs consolidated its support onto Helply’s full platform, with no rip-and-replace migration.
The Support Agent became first contact for every conversation, resolving routine questions on its own and, connected to AirGigs’ account, order, and payment systems, doing the lookups itself, so answering “where’s my order?” no longer meant a human hopping between screens. The Assist Agent worked beside the support rep on anything that needed a person, investigating in the background and teeing up actions. The Insights Agent watched marketplace conversations for patterns, flagging emerging payout and delivery issues before they snowballed.
For less than the old per-seat help desk cost, the whole team, support, operations, trust and safety, got visibility. The platform learned from years of AirGigs’ ticket history automatically, and answer quality improved with every resolved conversation.
“It plugged straight in and started working, resolving the routine stuff and pulling order details itself. Now my ops team can see everything for less than the old per-seat tool cost, and Intelligence tells us about payout snags before they blow up. It feels like a modern front door to support.”
Results
AirGigs put its repetitive, lookup-heavy front line on autopilot and gave the whole company visibility for less than its old per-seat tool.
The Support Agent resolved 68% of conversations end to end, lookups included, while the Assist Agent sped up everything that reached a human. Response times dropped, onboarding got faster, and the brand started to feel modern and responsive to a creative audience. Moving off the per-seat incumbent meant the wider team gained visibility for less than they were paying before.
Platform highlights
- Complete platform adopted with no migration pain
- 68% of conversations resolved end-to-end, with account/order/payment lookups automated
- Assist Agent freed one full-time rep for marketplace operations
- Insights Agent surfaces payout and delivery issues early
- Replaced a per-seat help desk for less than the incumbent cost
The redeployed headcount went to marketplace operations rather than clearing the queue, and growth stopped being throttled by support capacity.
“Helply closes about two-thirds of our tickets on its own, lookups and all, and it flags marketplace problems before customers even write in. It gave us a whole person back, and my whole team can finally see what’s going on for less than the old per-seat tool cost.”
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