Staff Traveler helps airline employees worldwide view seat availability for standby travel. Founded ten years ago, the platform now serves more than one million users across flight crew, cabin crew, office staff, and ground operations.
When a crew member needs to get home or catch a connection, their ability to fly depends on understanding open seats fast. Support plays a critical role in that experience. Users ask about route availability, app behavior, and travel edge cases at all hours.
Support volume was manageable, but availability windows were not. With a global user base and only a small team handling support in their spare hours, Staff Traveler wanted a way to give users instant answers at any time of day without hiring additional agents. That need led them to Helply.
Key Performance Highlights
Expanded availability to 24/7 without expanding staff
Helply fills the overnight and off-hour support gap for one million global users.
87% resolution rate
Helply resolved the majority of incoming inquiries routed through the AI agent.
Fully integrated workflow inside Groove
The team switched from a previous AI solution to Helply because it sits natively inside their existing help desk.
The Moment Staff Traveler Considered AI Support
A handful of team members handled conversations when convenient, but users are distributed across the world and seek help at all hours. Staff Traveler wanted to remove the gaps. They needed coverage during nights, weekends, and off hours that did not rely on staff availability.
They had previously used another AI agent, but it sat outside their help desk.
When Helply launched as a native addition to Groove, that alignment changed everything.
Laurens, co-founder and head of support, put it plainly.
"We switched because Helply integrates with Groove."
Why Helply Was the Right Fit
The team wanted an AI that:
- responded instantly when no human agent was online
- lived inside their existing workflow
- could provide real support, not generic scripted answers
Laurens recognized that most generic AI bots create friction. Staff Traveler wanted the opposite. They wanted fast, helpful responses whenever travelers needed them.
The Onboarding Experience
Onboarding was simple.
The Helply team guided Staff Traveler through setup over Slack, ensuring training data, workflows, and context were configured correctly. Previous experience with other AI tools made it clear how different this process was.
Laurens described the experience:
"Onboarding was very smooth. The VIP Slack support was perfect. Very impressive."
Working one-on-one with Helply's support engineers gave the team confidence and helped them go live quickly.
Launching Helply
Once configured, launching required only adding the AI agent to the site.
No complex development. No heavy configuration.
Just drop it in and let users start asking questions.
Helply immediately filled the time windows when no agent was available. Users received responses even in the middle of the night, something the team could not offer before.
How Helply Performs Today
Helply is now an addition to Staff Traveler's support stack.
The majority of users still write in through in-app forms or email, but those who engage through Helply receive rapid responses.
Inside their dashboard:
- 334 conversations last month
- 87% resolution rate
- 50% fewer support tickets
Laurens reviews conversations occasionally and sees clear opportunities to improve training data, but the impact is already meaningful.
What Helply Enables
Helply extends Staff Traveler's coverage far beyond the availability of its human team.
- It answers questions instantly when no one is online.
- It escalates thoughtfully when appropriate.
- And it gives users a reliable first touch that removes friction from their travel process.
Helply has not replaced their support workflow, and Laurens is clear about that.
But it has enhanced it. It covers the edges. It fills the gaps. And it gives their global user base consistent access to help at any time.
Final Words
"Helply is extremely easy to set up, with a great team behind it. Everything went really, really smoothly without any issues, and it does for us what it needs to be done. I'm very happy with it."
