{"id":2277,"date":"2019-08-19T12:52:14","date_gmt":"2019-08-19T12:52:14","guid":{"rendered":"https:\/\/userpilot.com\/blog\/reduce-support-tickets-case-study-growth-mentor\/"},"modified":"2026-02-23T21:11:38","modified_gmt":"2026-02-23T21:11:38","slug":"reduce-support-tickets-case-study-growth-mentor","status":"publish","type":"post","link":"https:\/\/userpilot.com\/blog\/reduce-support-tickets-case-study-growth-mentor\/","title":{"rendered":"How GrowthMentor Drastically Reduced Their Support Tickets by 83% with Userpilot"},"content":{"rendered":"

Support tickets and SaaS companies go hand-in-hand, right? At least, that\u2019s what we\u2019re lead to believe.<\/p>\n

As your business scales up, you start receiving more and more tickets, from more and more people, and it takes up more and more of your time.<\/p>\n

Sure, you can use different tools to try and automate your tickets, and you can simply hire more Support team members to deal with them. That works.<\/p>\n

But a much better approach is to reduce the number of support tickets entirely.<\/p>\n

GrowthMentor realized this, and came to Userpilot to help automate their onboarding, and subsequently cut out the support tickets.<\/p>\n

Here\u2019s how we did it…<\/p>\n

What is GrowthMentor?<\/h2>\n

To put it simply, GrowthMentor<\/a> is kind of like online dating, but instead of finding romance, business owners can connect with some of the hottest growth experts in the world.<\/p>\n

You can sign up, choose a mentor, and simply start talking to them. They\u2019re like therapists for your business, and they\u2019ll help you to take your growth to the next level.<\/p>\n

What was the problem?<\/h2>\n

GrowthMentor had the same problem that virtually every single SaaS company faces at one point or another: The Support team were getting swamped with tickets.<\/p>\n

The worst thing about these tickets is that they were often from mentors who needed to be guided through the onboarding process.<\/p>\n

They weren\u2019t looking for particular advice, they hadn\u2019t spotted a bug or some sort of issue; they were simply stuck.<\/p>\n

On average, each mentor took up around 13 minutes of support time. With 100s of mentors signing up, that added up to a lot of hours.<\/p>\n

The folks at GrowthMentor quickly realized that this problem was only going to get worse as they scaled up.<\/p>\n

They needed a solution…<\/p>\n

How Userpilot helped GrowthMentor reduce support tickets by 83%<\/h2>\n

The team at GrowthMentor were receiving 25-30 support tickets a day, and the vast majority of these were related to onboarding.<\/p>\n

They decided to implement Userpilot, and within a matter of days they rolled out a couple of checklists, one for mentors and one for mentees.<\/p>\n

The checklist for mentors helped new users understand how the product worked, and guided them through the set-up process.<\/p>\n

The checklist for mentees introduced new users to the product, and also aimed to drive them towards booking their first call. (More on that in a moment…)<\/p>\n

Remember how we said that GrowthMentor\u2019s Support team was receiving 25-30 tickets a day?<\/p>\n

Well, thanks to Userpilot\u2019s checklists, that number literally dropped down to 1 or 2.<\/p>\n

That\u2019s right. 1 or 2 support tickets a day. That\u2019s basically nothing.<\/p>\n

The onboarding process was completely automated. But that\u2019s not the only way it helped GrowthMentor…<\/p>\n

\"reduce<\/picture><\/figure>\n

How Userpilot helped deliver 50% more bookings<\/h2>\n

A secondary goal of the improved onboarding flow was to drive the number of mentees that booked their first call.<\/p>\n

Essentially, this was GrowthMentor\u2019s conversion metric.<\/p>\n

Thanks to the checklist that GrowthMentor created with Userpilot, mentees understood the platform better.<\/p>\n

It reduced any friction between sign-up and conversion, and ultimately led to 50% more people booking a call with a mentor.<\/p>\n

It also enabled GrowthMentor to segment their customer base. In future, this will help them reach out to non-paying users with personalized marketing and offers, improving their conversion rate further.<\/p>\n

\"\"<\/p>\n

Extending these powerful capabilities, it also helps you onboard and engage mobile app users<\/a> by creating personalized messaging, push notifications, and surveys.<\/span><\/p>\n

You can reduce your support tickets with Userpilot<\/h2>\n

As we said earlier, support tickets are a problem for every single SaaS company.<\/p>\n

If you\u2019re wanting to tackle that mountain of tickets for yourself, then get started with Userpilot<\/a> and automate your onboarding process today.<\/p>\n

<\/p>\n","protected":false},"excerpt":{"rendered":"

GrowthMentor realized this, and came to Userpilot to help automate their onboarding, and subsequently cut out the support tickets.<\/p>\n","protected":false},"author":71,"featured_media":2278,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","inline_featured_image":false,"footnotes":""},"categories":[107],"tags":[153,154],"class_list":["post-2277","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-case-studies","tag-growth-mentor","tag-reduce-support-tickets"],"acf":[],"yoast_head":"\nHow GrowthMentor Drastically Reduced Their Support Tickets by 83%<\/title>\n<meta name=\"description\" content=\"GrowthMentor realized this, and came to Userpilot to help automate their onboarding, and subsequently cut out the support tickets.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link 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