MyBaggage is a global luggage shipping service trusted by students, travelers, and businesses for fast and reliable door-to-door delivery. Their platform handles high volume inbound support questions across logistics, tracking, delivery windows, and customs processes. Accuracy and speed are essential to maintaining customer trust during time sensitive shipments.
MyBaggage wanted a smarter, faster way to handle customer questions without increasing headcount. Even with strong support content in place, hidden gaps created unnecessary work for the team and slowed down response times.
And then they discovered Helply…
Key Performance Highlights
75% resolution rate
Three out of four customer questions are now solved instantly by Helply.
Significant time saved
Support team bandwidth redirected toward complex, high priority work.
Knowledge base gaps identified
Previously unseen documentation issues uncovered during setup.
When Documentation Wasn’t Enough
Before Helply, MyBaggage relied on a robust support library and a seasoned team to help customers navigate the complexities of international shipping. But even with strong documentation, questions kept stacking up. Small information gaps created friction. Repetitive tickets drained attention. And the team needed a way to scale without sacrificing quality.
When the Helply onboarding process began, the impact was immediate.
“Getting started with Helply was effortless,” Anthony Gallagher shared. The setup revealed something unexpected. Hidden gaps in their documentation. Missing answers. Places where customers routinely hesitated.
For the first time, MyBaggage could see the full picture.
The Hidden Bottleneck
MyBaggage handled a high volume of recurring questions that were simple but time consuming. Customers needed reassurance, quick clarifications, and guidance at each step of the shipping process.
The operational bottleneck was clear. Repetitive tickets consumed the team’s focus, leaving less time for complex, high stakes issues. And although MyBaggage had built strong support content, it was impossible to know exactly what was missing until customers bumped into it.
These unseen gaps slowed resolutions and increased manual work. The team needed accuracy, consistency, and a way to scale support without scaling the team.
As Anthony put it, the onboarding process “helped us uncover valuable knowledge gaps we hadn’t even realized were there.”
Bringing Helply Into the Workflow
Helply provided an immediate path forward. The onboarding was hands on. MyBaggage had one to one guidance through setup, training, and optimization. This made it easy to get the AI agent fully aligned with their existing support content.
Helply imported MyBaggage’s documentation, analyzed it for gaps, and began learning the patterns behind common customer questions. Every answer came directly from MyBaggage’s own knowledge base, giving the team full confidence in accuracy and tone.
The workflow was simple.
• Train on support content.
• Identify missing answers.
• Fill gaps.
• Go live.
• Improve continuously.
Within days, MyBaggage had a fully operational AI agent capable of answering customer questions in real time.
The Results
The impact was transformative. Helply instantly resolved more than 75% of all customer queries. Three quarters of all inbound requests never needed a human reply. This freed the support team to focus on the cases that truly required expertise.
Time savings were immediate. Complex issues received more attention. Customer experience improved. And the entire system became faster and more predictable.
The team also gained a newfound understanding of their documentation. Helply surfaced blind spots they did not know existed, enabling continuous refinement of their support foundation.
Anthony described the experience simply.
“The time and efficiency gains have been invaluable.”
Secondary Impact
The success with MyBaggage was compelling enough that the company is now preparing to roll out Helply across additional businesses. The consistency, accuracy, and operational lift proved replicable. Helply did not just solve support. It improved their internal processes.
Future Outlook
MyBaggage plans to expand Helply across their wider portfolio, using the AI agent to streamline support operations across multiple business lines. With documented success and clear efficiency gains, the team expects similar results everywhere they implement it.
Closing Quote
“Knowing that every answer Helply provides comes directly from our own support content gives us confidence in the accuracy of responses. The time and efficiency gains have been invaluable.”
