Challenge
Sender.net was running support on a shared inbox that moved tickets efficiently and understood nothing about them.
The team handled roughly 4,000 monthly interactions across setup, deliverability, billing, and integrations, all through Front. As a shared inbox, Front closed conversations but captured no intelligence, every churn risk, upsell opening, competitor mention, and feature request passed through the queue and vanished the moment a ticket was resolved.
The cost model made it worse. Front priced by seat, so scaling support meant scaling spend, and the AI bolted onto it was trained on generic data rather than Sender.net’s own conversations. The team was paying more each quarter to close tickets, learning nothing from them, and stitching together separate tools for inbox, knowledge base, and reporting.
Sender.net needed to replace the whole stack with one platform that resolved routine volume, learned from every conversation, and treated support as business intelligence.
Solution
Sender.net moved its entire support operation onto Helply, help desk and agent team together.
The Support Agent became first contact across email and chat, authenticating customers and resolving routine deliverability, DNS, and billing questions on its own, taking approved actions in Stripe where needed. It picked up the deeper technical tickets too, investigating across documentation, past conversations, and billing data to resolve them end to end rather than firing back canned replies. It drew on a shared company memory of Sender.net’s tone, terminology, and escalation rules, and its best resolutions were captured as Skills so every fix followed a proven playbook.
The Churn Agent and Revenue Agent read every conversation for meaning. Connected to Stripe, HubSpot, and Slack, they flagged early churn signals, spotted accounts ready to upgrade, and routed each to the right owner in real time. Living documentation drafted the articles the queue kept asking for, and because everything ran on one platform, every human edit improved every agent at once.
“Email marketing is one of those products where a single setup question can block a customer from sending their first campaign. Helply changed that for us. It answers deliverability, automation, and integration questions in seconds, in any language, and our resolution rate is now over 70%.”
Migration off Front was managed by Helply’s team, moving the full conversation archive without losing history, onto a platform that costs far less than the per-seat tool it replaced.
Results
Sender.net consolidated its stack, cut its manual support load, and turned the queue into a pipeline of revenue signals.
The Support Agent resolved 71% of the roughly 4,000 monthly conversations end to end, letting the human team hold steady even as the customer base grew past 180,000 businesses. Retiring Front’s per-seat model for Helply cut support tooling spend by roughly 85%.
Platform highlights
- Front replaced entirely, inbox, knowledge base, and reporting consolidated onto Helply
- 71% of ~4,000 monthly conversations resolved end-to-end by the Support Agent
- 300+ churn and expansion signals surfaced per month by the Churn and Revenue Agents
- 18 reusable Skills built for deliverability, DNS, and billing workflows
- ~85% lower support tooling spend than the per-seat tool it replaced
The revenue impact showed up fast. Flagged churn risks reached CS days earlier, and upgrade-intent conversations that used to die in the queue now landed in Sales the same hour. Support stopped being a cost to contain and became a source of measurable expansion pipeline.
“Support used to be a cost line. Helply turned it into our most reliable signal, every onboarding question routes back to product the same week.”
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