6 Expert Tips to Make Your Customer Support Easier

Customer support is the backbone of any successful business. Great support not only resolves issues but also builds trust and loyalty among customers. To help you enhance your customer support strategy, we reached out to our HelpKit customers, who are leaders in their respective industries, and asked them one simple question: "If you could only give one tip to improve customer support, what would it be?"

These folks have been where you are, dealing with an influx of customer inquiries, and they’ve figured out some solid strategies to turn things around. So, if you’re looking for practical, insightful advice keep reading. These tips are straightforward, super helpful, and ready for you to start using today!

1) Elephas: Never Answer the Same Question Twice

Kamban and Ayush, Founders of Elephas. Elephas, a personal AI writing assistant, saw an increase in customer inquiries as their user base expanded. To manage these efficiently, they turned to HelpKit to streamline their support processes. HelpKit's seamless integration with Notion allowed them to create comprehensive support documentation, which has dramatically reduced their support tickets.

Elephas Support Tip 💡

Make sure to never answer the same question twice. Document every customer question in a new support article, and when it arises again, simply share the link to the document. Simple tip, but extremely effective!

Read the entire case study here.

2) Senja.io: Proactive Support

Olly Meakings, Founder of Senja.io. Senja.io helps founders and creators collect and share video and text testimonials. As the platform gained popularity, they needed a more efficient way to manage customer inquiries. HelpKit fit perfectly into their existing workflow, allowing them to continually improve their help articles and identify areas for product enhancement.

Senja Support Tip 💡

Give customers the support they need before they need to reach out. Do this by improving your product through reviewing and acting on user recordings and historic help tickets. When they do message, shift from reactive support to a concierge-style response.

Read the entire case study here.

3) Easlo: Build With Clarity

Jason Chin, Creator of Easlo. Easlo is a creator-driven business selling Notion templates, with an audience of over 1 million followers across social platforms. As demand for their products grew, so did customer inquiries. HelpKit enabled Easlo to create clear, self-serving tutorials and FAQs, reducing the number of repetitive questions and empowering users to find answers independently.

Easlo Support Tip 💡

Build your product with clarity in mind so users require minimal clarification. Ensure that self-serving answers and tutorials are readily available, giving customers the confidence to continue using your product without needing constant support.

Read the entire case study here.

4) Forever Booked: Keep It Simple

Jordan Ursel, Co-founder of Forever Booked. Forever Booked, a company specializing in software and advertising for medical spas, faced an influx of customer inquiries as their business grew. They adopted HelpKit to streamline their support and training resources, allowing them to focus on delivering simple, accessible information to their customers.

Forever Booked Support Tip 💡 

Keep things simple. The easier it is for people to get what they need, the less you’ll have to jump in and help out.

Read the entire case study here.

5) Step3.io: Speed and Responsiveness Are Key

Nick Casares, Head of Product at Step3. Step3 leverages blockchain technology to revolutionize membership and loyalty rewards systems. As their user base expanded, they needed to efficiently manage support inquiries. HelpKit provided a solution by integrating with their existing Notion workspace, allowing them to set up a help center without IT support. The integration of HelpKit's AI chatbot further streamlined the support process, offering real-time responses to customer questions.

Step 3 Support Tip 💡 

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 help.

Read the entire case study here.

6) Email Love: Create Content Proactively

Andrew King, Founder of Email Love. Email Love, a Figma plugin for email design, found that HelpKit was a game-changer in reducing customer support tickets. By using insights from HelpKit’s analytics, Andy and his team were able to proactively create content that addressed common user questions, enhancing both the product and support experience.

Email Love Support Tip 💡

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.

Read the entire case study here.

The Takeaway

So, what’s the big takeaway from all these expert tips? It boils down to this: be proactive and make things easy for your customers. Whether it’s documenting frequently asked questions, simplifying how customers find answers, or improving your product based on their feedback, it’s all about getting ahead of the curve.

The less your customers have to rely on you for basic info, the better their experience will be—and the more time you’ll have to focus on the bigger stuff. These HelpKit users have all found ways to make support easier for themselves and their customers, and you can do the same.

Remember, great support doesn’t have to be complicated—it just has to be thoughtful. Start putting these tips into action and watch how much smoother things get for you and your customers!