Challenge
LingQ’s depth was its strength and its onboarding problem.
The platform is packed with features, and new users routinely felt overwhelmed finding their footing. That put a heavy manual burden on support, who walked beginners through the same features and first-session workflows one conversation at a time. Volume was climbing about 50% year over year, and the team couldn’t keep scaling that way without adding headcount.
Two blind spots made it worse. Many confused users never asked for help, they simply stalled and churned, so the team couldn’t see the friction. And the product team had no structured signal about which features were confusing new users, since all that evidence sat unread in closed support tickets.
“Our best users love how deep the product is; our newest users get lost in it. We were hand-holding every beginner through the same first steps, the shy ones just disappeared, and our product team never saw the pattern. All that signal was buried in the queue.”
LingQ needed a complete platform that made expert onboarding instant, learned from every conversation, and turned support into product signal.
Solution
LingQ replaced its previous help desk with Helply’s full platform across its website and app.
The Support Agent met new users right where they got stuck, answering common “how do I start?” questions instantly and proactively, with one-tap buttons to tutorials, feature explanations, and starting tips, so hesitant learners got guidance without opening a ticket. The Assist Agent helped the human team move faster on everything that reached them. Onboarding flows were captured as Skills so every new user got the same proven first-session path, and the whole setup went live in under 20 days on a lightweight Groove-style integration.
The Insights Agent clustered new-user confusion into structured signals and routed them to the product team, turning recurring “where is X?” questions into a prioritized list of onboarding friction. Living documentation drafted the missing help articles automatically, and the whole team, product and CS included, could see support directly for less than the old per-seat setup cost.
“It’s extremely easy to set up, and it’s helped enormously with onboarding. Beginners get an expert walkthrough the moment they’re confused. And for the first time, our product team gets a clean signal about which features trip people up, straight from support.”
Results
LingQ absorbed surging growth with a flat team, turned onboarding help into signups, and fed product a steady stream of signal.
The agents delivered an 88% resolution rate, and support volume dropped roughly 50% even as the user base grew 50% year over year, with the team the same size. New users onboarded faster because answers were instant and proactive, and the Insights Agent gave product a prioritized view of onboarding friction.
Platform highlights
- Previous help desk replaced with one complete platform across web and app
- 88% resolution rate; ~50% less support volume against 50% YoY user growth
- Zero added headcount; product and CS visibility for less than the incumbent
- Insights Agent routes new-user confusion to product as feature signals
- Living documentation drafts missing onboarding articles automatically
There was an upside at the top of the funnel too: pre-signup visitors who asked the Support Agent questions converted into more registrations, so onboarding support started driving growth rather than just absorbing it.
“We grew 50% and our support workload went down 50%, same team the whole time. People asking the agent questions before signing up are now converting, and product finally sees what confuses new users. Support stopped being a cost and started driving the business.”
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