Proposify is a leading proposal management platform that helps thousands of global sales teams close deals faster.
As a high-growth SaaS company, Proposify faced a common scaling hurdle: managing a high volume of customer inquiries with a lean support team. They needed a solution that could handle complex inquiries without sacrificing the premium, branded experience their customers expect.
Key Performance Highlights
30% Drop in Ticket Volume
Within the first two months of launching Helply, Proposify saw ticket volumes drop by hundreds of tickets per month.
45% AI Resolution Rate
Even with a "bare minimum" initial setup, Proposify's AI agent reached a 45% resolution rate, exceeding initial expectations.
Unified Knowledge Operations
Helply successfully bridged the gap between two separate knowledge bases, providing customers with a single, seamless point of contact.
The Moment Support Became a Bottleneck
When Jacqueline Antworth joined Proposify as Director of Customer Experience, one of the first things she noticed was the strain on the support team.
Ticket volume averaged in the hundreds to thousands per month. Many of these tickets were repetitive product questions. The team could answer them, but every response still required human time and attention.
The challenge was not a lack of effort or care. It was a lack of leverage.
"I think one of our biggest struggles was being able to do more with less," Jacqueline explains. "Having a lean team that can service high-volume customers was really important. We needed a solution that could tackle the simple product questions so we could go deeper on the strategic ones."
Without a way to offload repetitive work, support risked becoming a blocker instead of an enabler for growth.
The Turning Point: Choosing the Superior Solution
Proposify didn't just pick the first AI tool they found. They shopped around and demoed other players in the AI support space. For Jacqueline, the choice became clear when she compared the actual user experience and the backend flexibility.
"We shopped around and demoed other solutions. I've used those other products myself, and I definitely felt Helply was superior," says Jacqueline. "One of the folks on my team who implemented it really liked the configuration side. It wasn't as complicated as other solutions, and it accommodated our unique needs—like supporting two separate knowledge bases simultaneously."
Simple, Stress Free Onboarding
Implementing AI can be daunting, but Jacqueline found the partnership with the Helply team to be the deciding factor in their success. With a dedicated Slack channel and a responsive engineering team, the "heavy lifting" felt manageable even while Jacqueline was traveling.
"The Helply team was insanely responsive and very helpful," Jacqueline notes. "It is a weight off my shoulders to know I can just ping them and get an answer. Having that partnership has been really meaningful."
For the Proposify team, the biggest "wow" moment was just how seamless the tool integrated into their workflows.
"I haven't had a single panic moment. When something just works the way you expect it to, it's a weight lifted. My team barely notices it's operating in the background, which is the sign of a really good product. It's just doing its job, and that's amazing."
The Results
- 30% drop in ticket volume
- Increased customer productivity (customers use the bot for "just-in-time" help to accomplish tasks faster without waiting for an email response)
- The support team has reclaimed the bandwidth to invest in high-impact project work rather than "low-hanging fruit" questions.
- Bridged two separate knowledge bases into one seamless AI interface.
The Future
As Proposify moves into 2026, Jacqueline plans to further optimize the AI's capabilities, leveraging Helply's deeper power to continue improving the customer journey.
"The functionality outperforms my expectations," Jacqueline concludes. "It's simple to set up, the price point is exceptional, and the partnership is superior to the competitors. For a team that was understaffed, Helply has made a real difference."
