Better Help Center Content Led to 33% Fewer Support Tickets
Gather’s support team was facing a rising number of tickets where customers were asking basic, repetitive questions. By creating new help docs, archiving old ones, and improving the way the Help Center was organized, we decreased ticket volume and increased how often help docs were shared by support agents.
On-Demand Videos Improved Self-Serve Activation by 5%
Gather has a strong PLG motion, and needed more on-demand resources for users to educate themselves during onboarding. To help scale activation, I launched Gather Academy: Home of short video tutorials. These improved key adoption metrics and exceeded industry benchmarks for play rate and engagement.
