Since implementing Solvvy in March of 2018, Calm has achieved a 47% self-service rate, including 42% self-service for subscription questions. This adds up to about 30% overall monthly ticket reduction. The company has cut their response time from over 100 hours down to 15 hours, and they’ve also seen a drop in the number of incoming support emails. Adding Solvvy to the Help Center has empowered Calm users by helping them become more informed, which allows them to get more out of the mindfulness meditation app. “It’s always been a priority to get as much information in front of our users as possible, because we want them to feel reassured and calm,” says Smith. “Solvvy aligned with that goal perfectly.”
In addition to measurable results, Smith says working with Solvvy has helped Calm make their Help Center the best it’s ever been. They regularly incorporate Solvvy’s feedback about which articles are the most popular and where there’s content missing. And for the support team, not having to spend their time on repetitive questions has relieved pressure while also freeing them up to focus on more valuable issues, such as looking at high-level metrics and implementing a formal quality assurance process.
Looking forward, Calm plans to focus on localization, expanding their reach and translating the Help Center into multiple languages based on international growth. The company is also considering automating new workflows using Solvvy Workflows to continue to increase self-service capabilities. “I see Solvvy being with us for the long run,” says Smith.