How monday.com helps 83% of users help themselves with Simpo

30,000 57,000+ 83%

Case Study

tickets analyzed per month

instant answers per month

“We get around 30,000 support tickets per month and each ticket takes an average of eight minutes to resolve. Every minute that Simpo saves is huge for us!”

Tom Ronen,Head of Customer Success, monday.com

of users help themselves

monday.com is a work operating system that helps create a workplace environment of

transparency, ownership, and accountability, to make teamwork click.

• Searching for content wasn’t easy and users didn’t know how to access the knowledge base

• Answering tickets wasted 4,000+ support hours/month

• Focusing on core features left devs with no time to build out a native search function

• Quick Search gives users an intuitive way to find support content from one place

• Segments allow monday.com to target the most relevant user groups with all of its content

• Articles enable monday.com to educate and share information with users

• Walkthroughs improve onboarding with step-by-step visual instructions

• Incredible customer support

HIGHLIGHTS

monday.com

CHALLENGES

SOLUTION

• 10% of support tickets deflected thanks to Quick Search

• 400 support hours saved each month

• 83% of searches helped users find the exact info they needed

RESULTS

ChallengesLosing time and money to support tickets

Lea Serfaty is the Product Knowledge Manager at monday.com. She leads a team of writers and video editors who create content designed to help users maximize the effectiveness of the tool.

But before Simpo, monday.com had a problem. Despite building an amazing knowledge base, users didn’t know how to search for the information—or that it even existed.

Only 0.5% of users typically search for help in an external knowledge base. The rest issue support tickets—and monday.com’s tickets were snowballing out of control.

According to Head of Customer Success Tom Ronen, monday.com fields upwards of 30,000 tickets per month.

“Our ticket queue is pretty intense and keeps growing as the company scales up. My team is focused on ensuring that every search yields a result in order to, ultimately, decrease support tickets,” Lea says.

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With each ticket taking an average of eight minutes to resolve, they were spending over 4,000 hours on customer support in a single month.

An in-app search engine would help deflect a large percentage of those tickets. But building it from scratch was more than monday.com, a nimble start-up, could handle.

With no time to develop a solution in-house, monday.com chose Simpo as their go-to solution because its search functionality was the most intuitive, user-friendly, and aesthetic option in the market.

“We were a young start-up with limited time and resources. Our developers were entirely focused on building features to enhance the platform; they didn’t have time to build a custom search function,” Lea explains.

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Our developers were entirely focused on building features to enhance the platform; they didn’t have time to build a custom search function.

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SolutionSimple and intuitive in-app search functionality

Simpo’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.

Simpo Tools also include a Segment feature that allows Lea and her team to target specific groups of end users so that other tools (e.g., announcements, walkthroughs, NPS) are always delivered to the most relevant user groups possible.

Lea and her team even used segments to help with an A/B test that had a massive impact on monday.com’s bottom line. While testing out different pricing models, they needed to ensure that specific users in each pricing version would only see articles about their version. Simpo’s segments helped make that possible.

“The ability to create synonyms in Simpo helped us get our users the answers they need using their own terminology. Simpo does it better than any other tool we looked at,” Tom says.

“Quick Search is super easy to use and its UI is amazing. Segments help us optimize our content all the time, which is something I didn’t see in other tools,” Lea explains.

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“Without Simpo, we wouldn’t be able to do that test. It helped us optimize and it had a profound effect on the entire company,” Lea says.

“We can try to understand why an article didn’t help, what we can do to fix it, and how we can improve our content. It’s really amazing for my team because it helps us understand our users,” she says.

“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 has scaled with us,” Lea says.

“Walkthroughs were a real mind-blower for our customers. Our customer experience advocates share links that trigger these walkthroughs as one seamless experience. It receives great reviews,” Tom adds.

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Another thing Lea loves about Simpo, that she didn’t find in other solutions, is that it enables her to gather feedback directly on Articles. After reading an article, users can rate it positively or negatively and leave a comment. Lea’s team uses feedback for the betterment of their content offerings.

When it comes to onboarding new users or getting everyone up to speed on a new feature, few solutions make a bigger splash than Simpo’s Smart Walkthroughs.

Now, monday.com’s onboarding package includes articles, webinars, and videos—all designed to help users get the most out of the platform, and all powered by Simpo.

“Quick Search is super easy to use and its UI is amazing. Segments help us optimize our content all the time, which is something I didn’t see in other tools.”

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By bringing help into the application itself, monday.com has blown away the industry average of 0.5% of users searching for help in the external knowledge base. Now, an average of 41,000 users query Quick Search every single month.

Every minute that monday.com saves is a godsend, because the team gets to reinvest that time into winning new business.

Results10% of support tickets deflected each month

What impact has Simpo had on monday.com’s mountain of support tickets? For starters, in just one month, Quick Search was queried 56,715 times and 83% of searches immediately led users to the answer they were seeking.

With Simpo, the support team saves an average of 400 hours each month by deflecting 10% of overall support tickets.

Lea and her team continue to work alongside Simpo to decrease tickets further. The more articles, walkthroughs, and other resources they create, the fewer support tickets they receive.

“What matters to us is that when a user types a query into Quick Search, they find a result. That’s super important. The fact that most users can find answers is a good start and it definitely has an impact on ticket deflection,” Lea says.

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“We get around 30,000 support tickets per month and each ticket takes an average of eight minutes to resolve. Every minute that Simpo saves is huge for us,” Tom says.

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“What matters is that when a user types a query into the Quick Search, they find a result. That’s super important to us.”

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“When a fresh user adopts monday.com, they have access to the basics: videos, articles, and all the training content they need. Simpo plays a major role in onboarding and we can see its value just in the high click rates of the videos,” Lea says.

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Simpo has also transformed monday.com’s onboarding process. Walkthroughs and articles streamline and simplify every new user’s experience, and perfectly complement the user-friendliness that monday.com has built its brand on.

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