§ Customer story
Copperkiln Software
Software
Support replies that cite the help centre.
Copperkiln's support team drafts replies from the help centre and internal notes, and every draft links to its source.
Metric
38%
faster first replies
Customer
Tomas Brandt
Role
VP of Support
Our agents used to paste from three tabs. Now they paste one answer and the link.
The problem
Support agents kept answers in personal notes. Customers got different answers depending on who replied.
What changed
Ostler reads the public help centre and the private engineering notes. It drafts a reply and shows which page each sentence came from, so agents can check before sending.
The result
First replies are 38% faster, and the help centre is now edited weekly because the review queue shows which pages caused wrong answers.
