Challenge
A tiny team was trying to support a million users who needed help at every hour of the day.
StaffTraveler handled roughly 1,000 tickets a month from a genuinely global user base, airline staff across every time zone, needing answers about route availability, app behavior, and standby edge cases at all hours. But support was run by a very small team, largely in their spare time, which made consistent coverage nearly impossible. A question that arrived at 3am local time sat until someone woke up, and for travelers making standby decisions in real time, a delayed answer could mean a missed flight.
Providing 24/7 support the traditional way meant hiring the company couldn’t justify, and paying per seat for a help desk on top of it. With so few people, the team also had almost no time to step back and see the patterns in what a million users were asking.
“Our users are airline crew all over the world, deciding on standby travel in real time. A great answer that arrives eight hours later is useless. But we’re a tiny team, we couldn’t cover every time zone, and paying by the seat for a help desk made a real platform feel out of reach.”
StaffTraveler needed a complete platform that delivered genuine 24/7 coverage, cost far less than per-seat incumbents, and made sense of a million-user support signal.
Solution
StaffTraveler replaced its previous help desk with Helply’s full platform.
The Support Agent became the always-on first line, delivering instant, accurate answers whenever human agents were offline, covering nights, weekends, and every off-hour across the platform’s global time zones, and across the channels users actually reach for. Trained on StaffTraveler’s real conversations, it resolved recurring questions about route availability, app behavior, and standby edge cases directly, handing off cleanly on the rare cases that needed a person. Common standby scenarios were captured as Skills so answers stayed consistent no matter the hour.
At a fraction of what per-seat incumbents charged, a full platform finally made sense for a team this small. The Insights Agent did the stepping-back the team never had time for, delivering daily briefings that summarized what a million-plus users were asking and flagging emerging issues.
“Onboarding was very smooth and the VIP Slack support was perfect. It’s extremely easy to set up, with a great team behind it, everything went really smoothly. And a daily briefing on what a million users are asking is something we could never have produced ourselves.”
Results
StaffTraveler achieved true around-the-clock coverage for a million-plus users, on a complete platform, without growing the team.
The Support Agent delivered an 88% resolution rate and cut tickets by 50%, all while extending coverage to a genuine 24/7 model across every channel. A user in any time zone now gets an instant, accurate answer at the moment they need it, and the Insights Agent’s daily briefings gave a handful of people a clear read on a million-user operation.
Platform highlights
- Previous help desk replaced with one complete platform
- 88% resolution rate with true 24/7 coverage across every channel
- 50% fewer support tickets from ~1,000/month
- Insights Agent delivers daily briefings on a million-plus-user base
- Helply made a full platform viable for a tiny team at a fraction of per-seat pricing
For a team of just a handful of people, the change meant they could stop being on call around the clock and trust that their users were covered continuously, with the platform resolving the overwhelming majority of what came in and telling them what mattered.
“We went from “help arrives when someone’s awake” to genuine 24/7, and tickets dropped in half. A million users covered around the clock, a daily read on what they need, and we never had to grow the team or pay by the seat to do it.”
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