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Helpfeel

From 15,000 Monthly Inquiries to Under Half: Moving From "Processing" to Experience

Jimoty Inc.

Marketplace (Local Classifieds)1-500 employeesCustomer Support

Jimoty Inc.

At a glance

  • Monthly inquiries reduced from a 15,000 peak to a 7,200 low (over 50%)
  • Self-resolvable share of contacts fell from ~32% to ~20% in one year
  • Operator handling time cut from 37 to 23 hours/day (−14 hrs/day)
  • Significant drop in customer harassment / unreasonable complaints

Jimoty is a local classifieds marketplace (a US OfferUp/Craigslist analog), serving primarily users in their 40s, mostly on mobile. At its 2021 peak, 15,000 monthly inquiries pushed a team juggling support, post moderation, and abuse reports to the brink. An earlier FAQ restructure cut only 2,000 inquiries because exact-match search failed on real-world phrasing: "can't get in" instead of "can't log in," or a typo like "loggin in," returned nothing.

Why Helpfeel

Across every option evaluated (other FAQ tools and chatbots), Helpfeel projected the highest inquiry reduction, specifically because of its handling of expression variation and approximate matching.

What They Did

Handed existing FAQ content to Helpfeel's technical writers to seed the search dictionary for a smooth launch.

Added screenshots and step-by-step visuals where data showed users read an article but still contacted support.

For "I got stood up / last-minute cancellation," answered the real underlying question ("what can I do now?") with reporting guidance.

Created explicit "we don't offer this" articles to set expectations and prevent unanswerable inquiries.

Pinned a "Jimoty Usage Guide" at the top of the FAQ for basics.

Results

Inquiries fell past 50% to a 7,200/month low. Operator handling time dropped 14 hours/day, letting the team absorb turnover without backfilling, a direct personnel savings. Eliminating phone support plus better self-service measurably reduced abusive, emotionally charged disputes. On the "Resolution Square" community forum, users now link FAQ pages when helping each other.

Looking Ahead

With FAQ-addressable contacts handled by self-service, Jimoty is shifting from "processing" inquiries to improving satisfaction, next adding a chatbot to compress the ~5-hour human response time to minutes.