LW
Loopwave
Fintech
How Loopwave cut support tickets by 40%
40%
fewer support tickets
2.5x
self-serve resolution rate
6 wks
time to full rollout
The challenge
Loopwave's help content was scattered across a wiki, a shared drive, and old support tickets, so customers usually just asked a human instead of searching.
The approach
The team consolidated everything into Ignite's Resources and Guides sections, organized by topic and linked directly from in-app help.
The result
Self-serve resolution rate more than doubled within the first quarter, and the support team redirected that time toward higher-value conversations.
“Customers now find the answer before they even think to open a ticket.”