Case Study: Etsy saves over 10,000 hours annually with Bloomfire

Etsy Uses Bloomfire to Save Over Ten Thousand Hours Annually

Etsy, the Brooklyn-based online marketplace for handmade and vintage goods with more than 22 million members, faced a knowledge-management problem: its 90 Member Operations support agents couldn’t reliably find up-to-date documentation or product screenshots in a company-wide wiki full of duplicate and outdated content, while frequent engineering changes made timely information even more critical for troubleshooting.

Etsy implemented Bloomfire as a centralized, easy-to-search training and documentation portal where senior team members post current content and screenshots, agents subscribe to notifications, comment, and see who’s viewed posts. The new process became the first place agents check for answers, saving each agent 2–3 hours per week and reducing wasted time by an estimated 10,000+ hours annually.

Etsy

Jennifer Nishinaga

Training and Development Manager