Simplifying Support in the Blockchain Space: Step3's Success with HelpKit

Our favorite feature of HelpKit is how easy it is to maintain and update our help center only using Notion. Our product is always improving and changing so staying on top of our help center is crucial for keeping our customers informed.

– Nick Casares, Head of Product for Step3

Meet Nick Casares, the Head of Product at Step3, a pioneering company leveraging blockchain technology to revolutionize customer relationships with cutting-edge membership and loyalty reward systems. As Step3 began to grow, they encountered a critical need to efficiently manage customer inquiries and ensure seamless access to training materials for both their admin users and end customers. Their quest for an optimal solution led them to HelpKit. But what exactly made HelpKit stand out? Its flawless integration with Notion – a platform already integral to Step3’s operations. This feature alone simplified their decision-making process, as it promised a user-friendly experience and a hassle-free setup that required no IT or developer support. Within a day, Step3 had their help center operational with HelpKit

What were you looking for in a help center software?

When considering help center software, we wanted a solution to streamline support processes and deliver a great user experience. We also wanted something that would be easy and simple to use. HelpKit was an obvious choice since our company runs on a giant Notion database.

Why did you choose HelpKit over other platforms?

The seamless integration with Notion and Helpkit stood out compared to other platforms. We use Notion for a lot of things, so being able to support our customers through it is a huge bonus. Helpkit is really easy to get up and running. We set up our help center in under a day and didn’t need support from IT or our developers.

How do you currently use HelpKit?

Our software has two main areas, one for admins and one for end users.

• On the admin side, we leverage HelpKit to create comprehensive tutorial content, empowering admins to manage their membership programs effectively, including the intricate details of perks and rewards. Rewards within these programs are meticulously crafted to resonate with members' interests and behaviors. From tangible goods to unique experiences, these rewards are a token of recognition for members' dedication and engagement. For instance, a member might receive a customized gift on their anniversary with the brand or gain access to an exclusive online workshop that aligns with their interests. With this level of flexibility, it can quickly get tricky and offering these tutorials really helps us.

• On the end-user side, seamless access to help center content is vital, ensuring members can swiftly find solutions and support for any inquiries or challenges they may encounter. By automating these tasks through HelpKit, we ensure that communication with our members is timely, relevant, and, most importantly, appreciated, making every interaction with our brand memorable and rewarding.

What's your favorite HelpKit feature?

Our favorite feature of HelpKit is how easy it is to maintain and update our help center only using Notion. Our product is always improving and changing so staying on top of our help center is crucial for keeping our customers informed.

How does HelpKit help you and your customers?

Helpkit helps our customers quickly find answers to any questions they have while using our software. Since we currently don’t support live chat, HelpKit allows us to resolve their issues asynchronously.

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

Be as responsive as possible. Customers are often in a hurry, so having a fast and efficient help process is key to a great customer experience. Tools like the HelpKit AI chatbot can immediately assist customers, offering real-time responses to their questions and guiding them through common issues or questions. Ultimately, this saves time and brings “just in time” help to the customer experience.