Proposify’s customers are quota-carrying sales professionals, fast-moving, premium, and impatient with anything less than instant answers. Helply gave their lean support team a way to keep up without hiring through it.
Proposify helps thousands of sales teams globally close deals faster. Their support volume runs in the hundreds to thousands of tickets per month, and a significant share of those are repetitive product questions, the kind a well-trained AI could handle. The team was answering each one manually, spending time and attention on work that didn’t require their expertise.
Jacqueline Antworth joined as Director of Customer Experience and saw the tension immediately. The challenge wasn’t willingness or skill. It was leverage. The team had the knowledge to handle the strategic conversations that genuinely required human judgment. What they lacked was a way to protect that capacity from the constant pull of routine questions.
Proposify didn’t default to the first AI tool they found. Jacqueline ran a proper evaluation, demoing multiple solutions, comparing the user experience, the backend flexibility, and how each tool handled their specific setup. Proposify ran support across two separate knowledge bases, a configuration that tripped up other tools.
Helply handled it cleanly. The configuration was straightforward enough that a team member implemented it without needing engineering support. The dedicated Slack channel with Helply’s engineering team meant questions got answered quickly, even when Jacqueline was traveling.
Within two months, the AI agent was resolving 45% of inbound conversations and ticket volume was down 30%, roughly 200 fewer tickets per month reaching the team, handed back as strategic time. No customer complaints. No moments where a sales professional hit a wrong answer at a critical point.
"I haven’t had a single panic moment," Jacqueline says, a phrase that carries weight in a function defined by them. The AI runs quietly in the background, deflecting the routine and routing the rest with full context attached.
Proposify is now joining the first cohort to migrate fully off Zendesk to the AI-native support platform. Outcome-based pricing, no seat fees, founding terms for life. The AI Agent proved the model. The next step replaces the legacy stack entirely, AI Drafts on every ticket, automatic feature-request routing, revenue signals on churn risk and upsell, and Ask Helply across the full conversation history.
