Case study“Our customers appreciate getting answers on the spot without switching tabs or hunting through documentation”
Kimoby turns help articles into in-app guidance.
Dealership teams use Kimoby to communicate with customers and manage service operations. Frigade Assistant gives them a place to ask questions inside Kimoby, from finding a feature to understanding information on the screen.
- Product questions resolved in-product
- 90%
- Questions answered with on-screen guidance
- 23%
- People who came back with another question
- 44%
About Kimoby
Kimoby builds software for automotive dealership service teams. Its products cover customer communication, payments, and other work that happens between an appointment and a completed service visit.
Kimoby uses Frigade Assistant for in-product help alongside Frigade Engage for guided experiences. Its team has also customized the assistant's interaction design to fit how customers work in the application.
How-to articles couldn't keep up with Kimoby.
A service advisor may need to find a feature or understand a customer's status while already working in Kimoby. Opening documentation or starting a support conversation adds another task before they can continue.
Help content can fall behind
Kimoby's support team struggled to keep how-to articles current as the product changed. When a control moved, the instructions needed updating too.
Customers ask more than how to use a feature
During its rollout, Kimoby saw requests for help drafting messages and understanding appointments, alongside product questions. Customers were using the assistant for tasks they would not normally take to support.
Answer questions about the page customers are on.
Frigade Assistant combines Kimoby's product knowledge and help content with information on the customer's current page. It can answer a question directly or show the customer where to go.
Keep questions inside Kimoby
Customers can ask for help from the application they already have open. The assistant can answer directly or guide them to the relevant part of the interface.
Explore Frigade AssistantRespond to the information on screen
Kimoby reported customers asking whether an invoice had been paid and requesting a summary of their appointments. Frigade could use the visible product information to help answer those questions.
Let the support team review the answers
Kimoby's support team was trained to review conversations and give Frigade feedback. They can correct a confusing answer and guide how Frigade responds to similar questions.
How feedback changes the next answerHelp-center links launch walkthroughs inside Kimoby.
Kimoby replaced step-by-step instructions in most of its help articles with questions customers can click. Each question is a Frigade magic link that opens Kimoby and starts a guide.
Less time rewriting how-to articles
The article links to a task, and Frigade provides the steps. As Frigade relearns Kimoby, it updates its guidance to reflect changes to the interface.
About three quarters of the help center
Kimoby estimates that around 75% of its articles now work this way. The same link works in a support reply or an email, so an answer can arrive as a walkthrough wherever the question came from.
More time for best-practice content
The person who maintained the how-to articles now writes best-practice content for Kimoby's customers.
More on magic linksAnswer a question about an invoice.
During Kimoby's rollout, a customer asked whether an invoice had been paid. Frigade used the information on the page to answer.
- The question
Has this invoice been paid?
A customer asked Frigade to check whether an invoice had been paid.
- The context
Check the payment information in Kimoby
Frigade read the customer's invoice status on Kimoby's payment-request page.
- The answer
Explain the status and payment date
Frigade confirmed that the invoice had been paid and gave the payment date.
Customers can get answers and follow the steps in Kimoby.
Kimoby continued with Frigade after its pilot and rebuilt most of its help center around guided walkthroughs. Customers can follow a help-center link or ask directly in Kimoby, including questions about invoices and appointments that a how-to article would not answer.
“We completely changed our help center to almost only include magic links. Our documentation wasn't keeping up with all the changes and this solved that. The person in charge of updating the articles is now working on more valuable content.”