Scaling Support with Ease: Email Love’s Success Story with HelpKit

HelpKit has significantly reduced the number of support requests we receive, allowing us to spend more time developing new features and improving the product. The customization options in HelpKit are fantastic, allowing us to maintain a consistent brand identity throughout our help center.

We're thrilled to share this case study with Andy King, the founder of Email Love, a Figma plugin that transforms how designers and marketers craft beautiful, effective email designs. Let's explore how HelpKit helped streamline their customer support efforts and helped them grow.

Who are you and what does your company do?

I’m Andy King, founder of Email Love, a Figma plugin designed to help designers and marketers create stunning, high-performing email designs with ease. Our tool simplifies the entire email design process by offering a comprehensive library of customizable templates, design elements, and best practices, all within the familiar Figma environment.

What were you looking for in a help center software?

We needed a help center solution that could scale as our user base grew, allowing users to quickly find answers on their own without needing to contact our support team. We were looking for software that was easy to set up, intuitive to use, and capable of seamlessly integrating with tools we were already using, like Notion and Loom. Reducing repetitive support requests and empowering users to find solutions independently were our main goals.

Why did you choose HelpKit over other platforms?

We chose HelpKit because of its seamless integration with Notion. It allowed us to manage our documentation without adding a new platform to our workflow, which was a game-changer for our team. The customization options were also essential, as we wanted our help center to reflect our brand. HelpKit made it incredibly easy to create and update our docs directly from Notion, which fit perfectly into our existing processes.

How do you currently use HelpKit?

We’ve structured our help docs into sections that align with the most common tasks our users encounter, such as adding images, styling components, and inserting links. We initially focused on answering the most frequently asked questions, and over time, we’ve expanded and refined our documentation based on feedback and insights from HelpKit's analytics. Additionally, we’ve integrated HelpKit with our analytics platform, Plausible, to track which articles are performing well and identify areas where users are still searching for answers.

What's your favorite HelpKit feature?

My favorite feature is the ability to sync updates from Notion and instantly reflect them on a professional, branded website. The customization options in HelpKit are fantastic, allowing us to maintain a consistent brand identity throughout our help center.

How does HelpKit help you and your customers?

HelpKit has significantly reduced the number of support requests we receive, allowing us to spend more time developing new features and improving the product. For our users, it means they can quickly find the help they need, reducing friction and allowing them to stay focused on their work without unnecessary interruptions.

If you could only give one tip to improve customer support, what would it be?

Proactively create content that addresses common user questions before they arise. Leverage insights from your help center—like search misses and article feedback—to continually improve both your product and support documentation. This approach not only helps your users but also enhances the overall customer experience.

There you have it! This is how Andy and the Email Love team have harnessed the power of HelpKit to revolutionize their customer support experience. By seamlessly integrating with their existing workflow and providing a branded, user-friendly help center, HelpKit has become an indispensable tool in Email Love's growth journey.

Are you facing similar challenges with your customer support? Do you want to empower your users while freeing up time for your team to focus on product development? Why not give HelpKit a try?

Try out our 7 day free trial and if you have any questions feel free to reach out and we’ll make sure to help you make the best out of HelpKit!