MixWave is a Maryland, USA based audio software company serving producers, engineers, and musicians worldwide. They build professional grade plugins and virtual instruments used across major DAWs including Logic, Pro Tools, Ableton, Cubase, and more.
Founded in 2021, MixWave has experienced fast growth, and their support team took the brunt of it. Customers wanted instant answers, and even with a detailed knowledge base, FAQs still poured into the inbox. Drowning in repetitive questions that slowed everything down, the team looked for a way to deliver faster support without hiring more staff.
And that’s when they discovered Helply.
Key Performance Highlights
50% automated resolution rate
Helply instantly resolves half of all incoming questions.
Significant reduction in repetitive tickets
High frequency FAQs now handled automatically instead of by agents.
Improved visibility into customer needs
Helply analytics revealed hidden knowledge gaps and new opportunities to improve documentation.
The Story: A High-Growth Company Meets 'The Age of Instant Answers’
As MixWave grew, so did the pressure on its support team. Despite building an extensive, carefully maintained knowledge base, the inbox continued to fill with questions from customers who wanted immediate answers. Customers expected real time clarity, yet many still bypassed documentation and submitted tickets even for simple issues.
The team wanted to maintain high touch support but needed a smarter way to deflect repetitive requests without sacrificing quality. Ernie Slenkovich, Vice President of Operations, felt the strain firsthand:
“We live in an age of instant answers… customers expect fast, accurate responses right away.”
Something had to change.
The Problem: The Bottleneck of Inquiries
Before Helply, MixWave relied on a detailed knowledge base and a small but dedicated support team. But even the best documentation could not stop the constant stream of repetitive questions.
The operational bottleneck was obvious:
Ernie and his team were spending too much time answering identical FAQs. The emotional frustration followed. Agents wanted to focus on improving customer experience, not rewriting the same responses, 100 times a day.
And although MixWave’s systems were solid, the workflow still depended on human intervention for questions that should have been instantly solvable.
“We knew many of these questions could be resolved immediately if customers had access to automated, intelligent guidance.”
The Solution: Zero-Migration AI That Integrates Instantly
MixWave began exploring modern support automation. They had already seen the evolution of AI in their own work, and the idea of an intelligent support layer felt like a natural next step.
At first, they experimented informally with tools like ChatGPT to help draft responses. But the answers were inconsistent and didn’t match their tone. And their support team still needed to manually respond to questions.
So they looked for a bespoke solution. But fully migrating to a new help desk or re-platforming their knowledge base was out of the question. Most AI support tools required one or both.
That’s when they discovered Helply. Helply slotted directly into their help desk with zero migration required.
“Since we already used Groove, Helply stood out immediately. It checked every box.”
Onboarding was fast. Ernie remembered his reaction clearly:
“We need this yesterday.”
Within days, the team had a dedicated Helply engineer guiding them through setup, training, customization, and best practices. Helply imported years of ticket history and knowledge base material automatically.
The workflow was simple.
• Helply learned MixWave’s historical responses.
• It synced the entire knowledge base.
• The team fine tuned early answers.
• The AI agent went live.
Here’s how MixWave described their experience:
“It felt less like using a product and more like working with a team that genuinely wanted us to succeed. Having a direct line to a Helply engineer gave us confidence at every step.”
The Results
The impact was immediate. MixWave saw a meaningful drop in repetitive support tickets and a measurable increase in instant resolutions. The team’s average automated resolution rate stabilized at 50%, cutting their workload in half.
This change unlocked a major operational win. With routine questions handled automatically, MixWave reallocated a full-time support role toward documentation, automation, and quality improvements.
The team now invests time in elevating the customer experience instead of putting out fires.
Even customer acquisition benefited. Faster answers at the point of entry helped remove friction for new users evaluating the product, which led to increase sign ups.
“Helply has alleviated the repetitive, day to day workload… now we can focus on improving the customer experience.”
Secondary Impact
Beyond ticket deflection, Helply gave MixWave clearer visibility into customer behavior. Reporting surfaced their most common questions, exposing gaps in documentation and opportunities for improvement.
The team now has a real time feedback loop between customer conversations, documentation updates, and product education. Helply did not just automate support. It strengthened MixWave’s internal systems.
Future Outlook
MixWave plans to continue scaling without increasing headcount. With Helply as a core part of their support stack, the team can stay lean while delivering faster, friendlier, and more modern customer service.
As AI evolves, MixWave sees opportunities to deepen personalization, expand automation, and keep elevating the experience for musicians and producers worldwide.
Closing Thoughts
“AI has evolved tremendously in the last few years, especially in the support space. Chatbots have gone from rigid, pre-programmed responders to powerful tools capable of real understanding and context. We wanted to bring that level of intelligence to MixWave’s support experience giving customers instant, accurate, 24/7 assistance while also improving how efficiently our small team could manage support overall.
From day one, the Helply team went above and beyond, guiding us through setup, customization, and best practices and that level of support has continued well beyond the initial rollout. Helply has been incredibly responsive, open to feedback, and proactive. It feels like working with a partner who listens and evolves alongside you.”
