Case Study: Neat reduces support requests with Simpo

Neat - Customer Case Study

Neat, a market leader in receipt, expense, and document management software, faced challenges with its external and hard-to-navigate knowledge base. This led to high support request rates and a poor user experience, especially within their desktop application. They needed a smarter, in-app support solution that could work across both their web and desktop platforms to deflect tickets and provide contextual help.

The company implemented Simpo, which transformed their static knowledge base into an in-app support genius. Simpo provided features like Smart Answers and Actions, delivering contextual help and enabling customers to visually navigate the application. This integration resulted in an 18% reduction in support requests, saving Neat from needing to hire additional support staff and leading to a consistently higher Net Promoter Score (NPS).

Neat

Jeff Gove

Vice President Operations