LingQ is a fast-growing language learning platform used by a global community of learners. Built by world-renowned polyglot Steve Kaufmann, the platform helps people acquire new languages through contextual input.
With rapid user growth and a feature-rich product, the team relies on efficient support systems to keep learners moving forward. Unfortunately, the productās depth created confusion and hesitation. The support team had to manually guide beginners through every feature and workflow. As volume climbed 50% year over year, the team needed a way to help new users instantly without expanding headcount. Helply became the turning point.
Key Performance Highlights
87% resolution rate
Helply resolves most user questions instantly.
50% reduction in support volume
Support volume has been cut in half.
Faster onboarding for new users
Common āgetting startedā questions are answered automatically.
Before Helply
When new users joined LingQ, excitement quickly turned to overwhelm. The platform offered deep functionality, but first-time learners didnāt always know where to start.
"Sometimes for new users it can be a bit confusing," said Head of Customer Support, Zoran Simicic.
The result was predictable: most users hesitated to ask for help, while others emailed about basic navigation, feature explanations, and how to get started.
"We had to manually respond to everything," Zoran explained.
Support volume rose fast. More users meant more beginner questions, all routed to the same small team. The strain was growing, and onboarding quality depended on the team responding rapidly and manually.
The Problem With Fast Growth
The core friction was simple: new users felt unsure, and many were shy about submitting a ticket. Instead of learning quickly, they stalled or churned.
Those who did reach out created queues of repetitive tickets:
- Getting started questions
- Feature walkthroughs
- Basic troubleshooting
"New people join every day and the team was stuck answering the same things repeatedly."
Support volume increased fifty percent compared to the previous year. With no room to add headcount, LingQ needed a way to guide first-time users instantly while keeping conversations accurate and friendly.
"One of the biggest challenges was helping new users understand how to use the site."
Manual support alone could not scale with the growth.
Why LingQ Chose Helply
Helply stood out immediately for LingQ:
"When we saw Helply integrates with Groove we knew it was perfect for us," Zoran said. This meant a smooth workflow and no engineering burden.
Onboarding was guided directly by the Helply team.
"After the setup call with the Helply team I was able to do everything on my own," he said. Setup took less than twenty days from first contact to full activation.
The LingQ team deployed Helply across the onboarding touchpoints where users ask their first questions. Pre-built buttons offered quick access to tutorials, feature explanations, and starting tips.
Users responded immediately.
"They are more open to interact with it and ask basic questions," Zoran explained. Instead of hesitating to reach out, new learners engaged directly with the AI agent. This meant less churn and more users onboarding successfully.
The Results
Helply now resolves most new user questions with an 87% resolution rate. Early confusion disappears quickly, giving learners momentum from their first session.
Even with support volume increasing 50% year over year because of LingQ's growth, the customer support team stayed the same size.
"Helply is taking away a lot of work from us," Zoran shared.
- manual inbox load is lower
- onboarding outcomes are stronger
- more users now successfully activate and understand the product right after registering
As Zoran put it: "Our new users are starting to use the site properly after they register."
The Importance of Having Helply on Your Marketing Site
LingQ deployed Helply across its site and app, which allows support for non-registered visitors. Because the AI agent appears outside authentication, prospective learners ask questions before signing up.
Zoran sees the downstream effect:
"I see a lot of tickets in Helply from users who are not yet registeredā¦Lots of these end up as actual registrations."
The result is smoother onboarding, lower hesitation, and more confident learners, which increases signups and retention.
Future Outlook
LingQās team expects Helply to power more of the early education layer as their audience expands. With the heavy lifting automated, support can stay small and focus on deeper issues while users get the instant clarity they desire.
The platform is now set up to scale globally without slowing down the learner experience.
Closing Thoughts
"Helply is extremely easy to set up. Everything went smoothly and since we started using it, it has helped us a lot with onboarding new users."
