Gatekeeper Press works with thousands of independent authors every year. Their team manages editing, formatting, design, marketing, and the entire publishing lifecycle from manuscript to final book. But as the company grew past three thousand authors, support became a bottleneck. Every question required a human response. Every update required manual intervention. And every delay slowed an author’s journey to publication.
When the team discovered Helply through Groove, they found a way to scale support without losing quality. What began as a simple integration is now shaping the future of how Gatekeeper Press operates.
Key Performance Highlights
91% resolution rate across 1,444 conversations
Authors get accurate, instant answers instead of waiting for human response windows.
Significant reduction in manual support workload
Hundreds of repetitive questions now handled automatically across support and sales.
Faster author progress through the publishing pipeline
Fewer bottlenecks, fewer delays, and smoother movement from manuscript to published book.
The Moment Gatekeeper Press Needed a Change
Support at Gatekeeper Press used to be entirely manual. The team relied on canned replies, knowledge base articles, and instant responses inside Groove, but every conversation still required a human. As volume increased, so did delays. Authors needed quick answers to keep production moving. Instead, questions piled up, stalled workflows, and created friction where clarity should have existed.
Rob Price, CEO and founder, described the challenge simply.
"Even with great tools, every question still required a human. Our team had to answer everything manually, and it slowed authors down."
With thousands of authors in active production, every slowdown amplified. The team needed a way to automate repetitive questions while maintaining accuracy and brand voice.
The Turning Point
The shift began when Alex from Groove introduced the team to Helply. Its native integration with Groove meant that years of communications, emails, and knowledge base content could be fed directly into the system.
Rob saw the potential immediately.
"It fully integrated with our email platform. And it took years of communication and molded it into an automated system built specifically for us."
Gatekeeper Press entered the VIP onboarding program.
Alex worked with the team directly, helping them import historic emails, tickets, knowledge base articles, and custom Q and A. What looked complex was surprisingly simple. Importing, organizing, and training the system required minimal effort for the scale of what they were building.
Launching Helply
Once the data was loaded, launching was fast.
The team added the AI Agent to their site, published it, and began encouraging authors to use it. They added mentions inside newsletters, email signatures, and ongoing communication. Adoption began to grow immediately.
Authors started receiving instant answers to questions that previously waited in the queue.
The team gained relief from repetitive requests.
And Rob saw the first proof that Helply could fundamentally reshape the company.
The Response from Authors
Authors responded with enthusiasm. Gatekeeper Press quickly saw a ninety-plus percent resolution rate, with many authors leaving comments directly inside Helply conversations praising the quality of the answers.
Rob noticed the pattern:
"We see people thanking Helply for wonderful, comprehensive answers. It's doing exactly what we hoped it would do."
With thousands of conversations processed, only a small fraction escalated to humans.
Internal Impact Across Support and Sales
Helply did more than reduce support load.
It also transformed communication for Gatekeeper Press's sales team, which handles high volumes of repetitive questions from prospective authors. Those conversations moved into Helply as well, saving hours of team time.
Rob explained the difference:
"Many communications that used to go to humans now go to Helply. And the results are at least as good as what we would write ourselves."
Support agents now spend more time on meaningful work instead of rewriting the same guidance.
The Wow Moments
Rob experiences wow moments almost daily.
When an author emails the team instead of using the AI agent, staff now paste the question into Helply. The answer comes back instantly. Clear, accurate, polished.
"There are times I wish I could have written an answer like that. And so quickly."
This is the power of a support engine built from a company's actual history and knowledge.
Results Gatekeeper Press Can Measure
Last month's stats:
- 1,444 conversations
- 91.4% resolved
- 124 escalations
Helply now handles the bulk of front-line support, helping authors move faster through production while reducing strain on staff.
A Company Pointing Toward the Future
Gatekeeper Press is actively shifting more of its publishing workflow into Helply.
Their goal is to automate every repetitive question and use human support only where nuance or editorial judgment is required.
"Helply is the future of how we run our company."
Rob expects Helply to support authors not just during production but years after publication.
Final Word
"Helply was simple to set up and integrate. It has become a phenomenal tool for communicating with our authors and creating the best possible customer experience."
