Payhere Case Study

Payhere is a small team with a big product. They help creators and businesses get paid online.

Like a lot of growing teams, they ran into the same problem: too many customer emails, not enough hours in the day. We talked to co-founder Scott Wylie about his thoughts on support and how Happi has helped them.

Before Happi, our customer communication was totally manual and somewhat fragmented, says Scott. Every email, every chat reply, we wrote from scratch. It was fine when we had a few users, but as things grew, we were constantly trying to keep up.

They were using Intercom for support, but it wasn't the right fit.

Intercom's a great tool, but it was getting expensive and we weren't using half the features. We just needed something simpler that kept our inbox under control.

That's when they started looking for a smarter, lighter way to handle messages.

Seeing Happi in Action for the First Time

We uploaded some faqs into the knowledge bank and then dropped in a few of our common questions to see how it handled them, honestly, we expected it to need loads of training, but it just got it straight away.

Setup took minutes. Happi connected to their existing email setup, learned from a few key documents, and started drafting replies.

The first time it replied to a real customer, and it sounded like us, that's when it clicked. It was pretty magical to be honest.

Even the rest of the team were surprised. "People were a bit sceptical at first. AI writing our emails felt weird. But when they saw how natural it was, they got it."

The Results

The difference was immediate. Happi now drafts most of Payhere's support replies and the team just reviews and sends.

It's easily saving us hours every week and our response times are much faster. Happi gives us back that breathing space. You feel like support isn't a chore anymore as it can be completed so quickly.

It's not just faster, it's more consistent.

Every customer gets the same clear, helpful tone. Even on a busy day, the experience doesn't drop.

The experience also shifted how they think about AI.

Before, we saw AI as a bit gimmicky. Now it's just part of how we work. It's not replacing us, it's freeing us up to work on parts of the business that will lead to growth.

Looking Ahead

Payhere's team sees Happi as something that grows with them. As new products launch and new questions come in, Happi keeps learning.

We're not worrying about scaling our inbox anymore. It's covered.

When asked what they'd say to other small teams thinking about AI for support, their advice was simple.

Give it real data and see what it does. You'll be surprised how good the responses are!