Challenge
Gatekeeper Press ran entirely on human support, and that model broke as it scaled.
Every author question, across editing, formatting, design, distribution, and marketing, required a person to answer. Past 3,000 active authors, support became a hard bottleneck: responses lagged, and because publishing is a pipeline, a slow answer at one stage stalled an author’s entire project downstream. Years of valuable communications and hard-won answers lived in people’s heads and inboxes, with no system turning them into leverage.
There was also no early-warning signal. Problems in the author experience only surfaced once enough people complained, by which point projects were already backed up.
“We had great people and years of great answers, but every question still needed a human to type it out again. Past three thousand authors that just doesn’t scale, and a slow reply at formatting stalls someone’s whole book. We had no way to see trouble coming.”
Gatekeeper Press needed a complete platform that converted its expertise into automation, took action across the publishing lifecycle, and spotted problems early.
Solution
Gatekeeper Press replaced its manual support with Helply’s full platform.
The team imported years of communications, emails, knowledge base articles, and custom Q&A, and Helply molded all of it into company memory, so the Support Agent answered in the company’s own voice across every stage of publishing. Because the agent could take action rather than just answer, it checked a project’s stage, surfaced the right formatting or distribution guidance, and routed genuinely complex cases to the right specialist with full context. Recurring author journeys became Skills, handled consistently every time.
Living documentation kept author-facing articles current, drafting new ones from resolved conversations and flagging outdated content. The Intelligence Agent watched for patterns, a spike in formatting confusion, a recurring distribution question, and surfaced them before they backed up the pipeline.
“It fully integrated with our email platform and molded years of communication into an automated system built specifically for us. Many messages that used to need a human now go to Helply, and the results are at least as good as what we’d write ourselves.”
Results
Gatekeeper Press automated the vast majority of author support, unblocked its pipeline, and got ahead of problems.
Across more than 1,500 monthly author conversations, the Support Agent resolved 92%, with only around 120 a month escalating to a human. The manual bottleneck dissolved, and projects moved through editing, formatting, design, and distribution without waiting on support replies. The Intelligence Agent’s early signals let the team fix author-experience issues before they compounded.
Platform highlights
- Manual, human-only support replaced with one complete platform
- 92% resolution across 1,500+ monthly conversations; only ~120 escalations
- Years of communications converted into shared company memory
- Support Agent takes action across the full publishing lifecycle
- Intelligence Agent flags author-experience issues before they stall the pipeline
The change let a small team support a large and growing author base without proportional hiring, while authors got faster answers at every stage of their book’s journey.
“Helply was simple to set up and it’s become a phenomenal tool. It took everything we’d learned over the years and turned it into support that runs itself, takes action, and warns us early. Our authors move faster and my team isn’t buried.”
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