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

- 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.

![A Jimoty team member during the interview](https://n4h88u4sldz4wmyd.public.blob.vercel-storage.com/images/jimoty_body.jpg)

## 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.