monday.com, a project management SaaS company, uses Simpo Plus to answer user questions instantly, in-app.
We get around 30,000 support tickets per month and each ticket takes an average of eight minutes to resolve. Every minute that Simpo Plus saves is huge for us.
The monday.com team built an amazing knowledge base. However, while using the platform, only about 0.5% of users were going to the external knowledge base to search for answers.
Even while there, users searching through the knowledge base's default search engine often didn't find the information they needed.
Both of these factors combined resulting in users submitting support tickets — and those tickets were rapidly snowballing out of control.
Simple and intuitive in-app search functionality.
Simpo Plus’s Quick Search connects users to monday.com’s robust knowledge base. It integrates seamlessly with the platform, so users can search for the information they need in-app without leaving monday.com to find an external knowledge base.
The search interface is fully customizable so that it reflects the company’s branding and complements the platform’s sleek and intuitive UI.
monday.com also replaced the native search in the knowledge base itself with Simpo Plus's embedded Quick Search to provide a better knowledge search experience.
When we were a small company, we could reach out to every user individually and walk them through monday.com. As we grew, that became impossible, but Simpo Plus has scaled with us.
Better User Experience: 57,000+ users a month use Simpo Plus's in-app search to get instant answers and help themselves.
Support Ticket Savings: 83% of users searching through Simpo Plus find an answer, instead of opening up additional support tickets.
Understanding Users: Simpo Plus analyzes 30,000 incoming support tickets to monday.com every month and provides insights to improve user learning.
Simpo is a game-changer. We use it to make onboarding fast, get higher adoption, and collect feedback without users ever leaving the app.
Before Simpo, users would come in, look around, and get confused. Now we can give them the guidance they need right in the app.
What used to take us 3.5 hours to code and deploy each time now takes us a few minutes with Simpo. It changed the way we build and promote new features.
I love Simpo: the product, the people, and the company, and the way the product and people combine effectively to support customers.