Helper is the customer support software we were building while I was at Antiwork. I worked on several projects within Helper that involved improving the UX copy. Below are four major projects I worked on.
Helper was targeted at creators and small internet businesses that sell digital products like ebooks, courses, artwork, software plugins, Notion templates, communities, and VR related products.
This meant ensuring that all copy within Helper was friendly, conversational, and empathetic towards non-technical users.
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The selling point of Helper was how it could handle much of a user’s support workload automatically through automations and auto-generated drafts based.
This meant that once a user signed up for the first time, they had to go to settings to set up the necessary features to notice the benefit of using Helper.
The old version had descriptions for each setting that were confusing and technical. It was unclear what each feature did and what the difference was between certain features.
Any user who had just signed up for Helper would likely read this and churn (at this point Helper had churned through 300+ free trials and retained only one paid user).
The features were also ordered in an unintuitive way.
I collaborated with a designer—who added tabs to group the features based on their function—while I rewrote the copy and applied progressive disclosure to make the experience more intuitive.
✅ Shipped to production
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Helper’s Automatic Workflows feature was a conditional auto-responder. For example, if a Helper user runs an ecommerce business and and the refund process is rudimentary, then they might create a “Refunds” workflow to automatically answer and close all tickets related to refunds.
The old modal was unintuitive for users, which was problematic since workflows were one of the core features of Helper. If we couldn’t make workflows easy to set up, users would churn.
As you can see, this version was unintuitive. It is not immediately clear what the each section’s purpose is and the descriptions are written as an engineer would understand it, not as a non-technical user would, which was who we were selling to.
If a user is setting up a feature that will automatically reply on their behalf, they need to feel confident that it will behave as predicted.
I did three things to reassure users who are setting up their own workflows:
The image on the left highlights the changes I made to the copy. The GIF on the right shows the pop-up text I added to further explain the “Reply with AI instead” toggle.
Now each component is clear and the overall flow is intuitive. User’s can immediately understand how to set up the workflow as they move down the page.
The Reply with AI feature is more technical, so I added a “tooltips” style popup to add more information about what the feature does and where users can locate it in settings.
When the user clicks Save, they want to know exactly what will happen afterwards. These changes reassure users, particularly non-technical ones.
✅ Shipped to production
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Answer with workflow buttonThis is an extension of the above feature. Users can reply to multiple tickets simultaneously from the Helper inbox by clicking on the Answer with workflow button.
The button didn’t communicate to users…
Here’s the old UI:
Originally there was no tool tip. The tooltip in this demo was added by one of the engineers before I added my version. In case it’s too fast to read, the tooltip in this demo says: “Click to send the reply and set up the workflow.” This text is misleading because the user sets up the workflow before the reply is sent.
I added a tooltip that read “Click to set up workflow” that would appear when the user hovered their mouse over the button.
This would inform users what would happen if they clicked the button, resolving the unanswered questions laid out above.
✅ Shipped to production
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To see the copywriting I did for Helper’s landing page, see Helper.ai Landing Page