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

- 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.