Case Study: a global print-on-demand platform company cuts handle time 56% with Helpware CX support

Global Print-on-demand Platform Company cuts AHT by 56% with Helpware

The customer, a global print-on-demand platform company, faced challenges with an outdated and inefficient knowledge base. This led to increased errors, longer call times, and higher escalation volumes for their support teams. They partnered with Helpware to overhaul their knowledge management framework to improve accuracy and operational efficiency.

Helpware rebuilt the client's knowledge base from the ground up, rewriting content for clarity and global consistency while also improving the self-service Help Center. This solution resulted in a 56% reduction in average handle time, a 28% decrease in agent errors, and 30% fewer escalations. Helpware also enabled the client to scale their seasonal support headcount by 2.5 times while maintaining high quality.