Case Study: monday.com helps 83% of users self-serve with Simpo

How monday.com helps 83% of users help themselves

monday.com, a project management SaaS company, needed a better way to help users find answers without flooding support. Although they had a strong knowledge base, only about 0.5% of users were using it, the built-in search was poor, and support tickets were growing quickly. They turned to Simpo to improve self-service support with in-app search.

Simpo implemented a customizable Quick Search experience embedded directly in monday.com’s platform and knowledge base, making it easy for users to find answers without leaving the product. The results were strong: 57,000+ users per month used the in-app search, 83% of users found answers instead of opening support tickets, and Simpo analyzed 30,000 support tickets per month to help monday.com improve user learning.

monday.com

Lea Serfaty

Product Knowledge Manager