Case Study: Hero Software reduces support workload with Productlane

HERO Software cuts support workload by 80–90% with Productlane

HERO Software, a Germany-based company providing four focused Shopify apps to about 5,000 merchants, faced a challenge in efficiently handling repetitive support queries with their small team. They had tested several support tools with AI, but the quality of responses was poor, leading merchants to consistently ask for a human agent after the first reply. They turned to Productlane for a solution using its AI agent, help center, live chat, and email features.

Productlane implemented a solution where each of HERO Software's apps had its own help center synced from GitHub. The Productlane Agent then provided accurate first replies from these specific help articles, which merchants trusted. This resulted in a dramatic reduction in work for the team, with the founder reporting 80 to 90% less work and the need to send only about one in ten AI-drafted replies himself. The solution was so effective that HERO Software is now expanding the agent's role to autonomously publish help center articles and notify merchants of fixes.

HERO Software