Case Study: Drift achieves scalable self‑serve support with HelpDocs

Bolstering Self-Serve Support at Scale with HelpDocs

Drift, the world’s first conversational marketing platform used by over 50,000 businesses, was rapidly expanding and found its customer support strained by growth — customers wanted to self-serve but the team’s previous tools weren’t scalable. To address this, Drift adopted HelpDocs to power its help documentation and internal onboarding.

HelpDocs now hosts Drift’s product documentation, with frequent updates, how-to videos, a Chrome extension for quickly sharing articles, and a bot tied to the knowledge base. As a result, customers increasingly read docs instead of filing tickets and Drift has dramatically reduced its support load, allowing the team to scale support while staying focused on the customer.

Drift

Sara Pion

Custom Support Advocate