Case Study: Smokeball cuts self-serve to human support rate by over 50% with Brainfish

Smokeball cut its self-serve to human rate by over 50%

Smokeball, a provider of productivity software for law firms, faced a challenge in its self-service support. Despite a large knowledge base, one in three users were clicking through to contact human support, creating strain on the team and causing long wait times for its legal professional clients. Smokeball partnered with Brainfish to implement its AI Help Center platform to bridge the gap between customer searches and automated answers.

The Brainfish solution personalized the self-service experience by using AI to navigate Smokeball's extensive resources and provide precise answers. This integration dramatically reduced the click-through rate to human support by over 50%, from 30.8% to 15.3%, and increased deflection rates above 80%. The implementation saved over 800 human support hours per month and delivered a 750% ROI for Smokeball.

Smokeball

Omer Khan

Head of Client Experience