Challenge
MyBaggage’s support answers lived in live shipping data, and hidden gaps kept slowing them down.
The team fielded high volumes of questions across logistics, tracking, delivery windows, and customs, across web, email, and the messaging channels customers preferred. Even with robust documentation and an experienced team, resolving a “where’s my shipment?” or a customs question meant pulling live data and, too often, running into gaps where the documentation quietly didn’t have the answer. Those hidden gaps created back-and-forth and slowed responses.
Worse, the team was always reacting. A delayed shipment or a customs hold only surfaced once the customer complained, by which point the experience was already damaged. Repetitive tracking tickets consumed the bandwidth needed for the genuinely complex, time-sensitive cases.
“In shipping, the answer usually isn’t in an article, it’s in the tracking system. My team spent all day looking up statuses by hand, hitting questions our docs didn’t cover, and only hearing about problem shipments when the customer was already upset. We were always a step behind.”
MyBaggage needed a complete platform that pulled live shipment data, found the holes in its own documentation, and got ahead of problems.
Solution
MyBaggage adopted Helply’s full platform with hands-on onboarding, and connected it to the systems where shipment truth lives.
The Support Agent resolved status, delivery-window, and customs questions end to end by pulling live data from MyBaggage’s tracking and carrier systems itself, rather than handing customers a generic article, and it did so across web, email, and WhatsApp from one platform. The onboarding followed a clear path: import support content, map the gaps, fill them, go live, and improve continuously. Living documentation drafted the missing articles the analysis uncovered.
The Insights Agent turned the operation proactive. It watched shipment conversations for early signs of trouble, a delivery slipping, a customs hold forming, and flagged at-risk shipments before the customer escalated, while clustering recurring issues (a problem carrier lane, a repeated customs snag) and routing them to the operations and engineering teams before they became widespread.
“Getting started was effortless, and it immediately uncovered gaps in our content we didn’t know were there. Now it answers straight from live tracking data across every channel, and it warns us about shipments heading for trouble before the customer does.”
Results
MyBaggage automated the majority of its logistics questions and got ahead of problems instead of reacting to them.
The Support Agent resolved 77% of customer questions end to end, three of four, by pulling live tracking, delivery, and customs data across web, email, and WhatsApp. The documentation gaps uncovered during onboarding were closed by living documentation, removing a hidden source of repeat tickets, and the Insights Agent’s proactive flags meant the team often solved problems before customers wrote in.
Platform highlights
- Complete platform adopted across web, email, and WhatsApp
- 77% of questions resolved end-to-end via live tracking, delivery, and customs lookups
- Insights Agent flags at-risk shipments and clusters recurring issues to engineering
- Living documentation surfaced and closed hidden knowledge base gaps
- Team bandwidth redirected to complex, high-priority cases
With routine status questions handled automatically and problems surfaced early, the team focused on the shipments that genuinely needed human attention.
“The time and efficiency gains have been invaluable. The platform handles tracking questions on its own across every channel, and it warns us about shipments heading for trouble before the customer does. We’re ahead of problems now instead of chasing them.”
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