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Helpfeel

A 95% Drop in Campaign Inquiries: Standing Up Support at a Fast-Growing Marketplace

Kauche Co., Ltd.

Social Commerce / Group-Buying Marketplace1-500 employeesCustomer Support

Kauche Co., Ltd.

At a glance

  • Campaign-related inquiries reduced from ~100 to 5-6 per campaign (about 95%)
  • Response time cut from up to 5 business days to a fraction of that
  • Inquiry mix shifted from basic how-tos to genuine product-improvement signals

Kauche is a group-buying shopping app where users buy jointly (with friends, family, or strangers via social media) to unlock discounts (700,000+ downloads by May 2022). When Haruka Sato joined as the first dedicated CS hire, there were no response templates and contacts took up to 5 business days. The FAQ had gone stale with no capacity to maintain it. Worst of all, every campaign reliably triggered ~100 identical "how do I join?" inquiries, creating predictable dread before each launch.

Why Helpfeel

For a diverse consumer base, the same question comes in many forms: a user wanting to close their account might search "withdraw," "cancel," "deactivate," or "delete." Helpfeel's intent-prediction search handles those variants flexibly. For a small team with no FAQ expertise, the proactive monthly Customer Success meetings were the other deciding factor.

What They Did

Built dedicated FAQ pages for each campaign type (a Customer Success recommendation).

Used monthly CS sessions for analytics review, no-hit keyword tracking, and prioritized action, rallying the team around an "eliminate all no-hit words" goal.

Published a Vietnamese-language FAQ subset after data surfaced a spike from a Vietnamese influencer's promotion, laying groundwork for future international expansion.

Results

Campaign inquiries collapsed ~95%, and pre-campaign dread turned into confidence. With basics handled by self-service, remaining inquiries became real product feedback, now shared directly with engineers and designers, turning support into a product-development input channel. The CS team grew from 1 to 3 with a positive, improvement-oriented culture.

“The biggest benefit isn't the workload reduction; it's the direct value delivered to users when they can resolve their own questions quickly and easily. For startups that are scaling, I'd strongly recommend it.”

— Haruka Sato, Customer Support