The Brief
Stackline was haemorrhaging users in onboarding — 60% drop-off. Support tickets piled up because users bailed before they reached success. They needed an AI system that could detect where people got stuck, adapt its guidance, and resolve common questions automatically.
The Approach
Week 1
Sprint: Workflow Agent deployed as an adaptive onboarding assistant — detects drop-off signals, routes by role (developer, PM, designer), proactively offers help before abandonment. Support Triage deployed as a RAG chatbot trained on the full product documentation — resolves common queries, escalates complex issues with full context. Operate: monthly completion-rate review, prompt tuning, and doc updates.
Services Delivered
Results & Impact
Onboarding completion jumped from 40% to 78% within 6 weeks. Support ticket volume dropped 55% over the same window (~320/mo → ~145/mo). Landing page conversion rate moved from 1.8% to 4.2% after copy + flow iteration — above SaaS benchmarks.
AI Integration
Workflow Agent + Support Triage
Workflow Agent deployed as a step-by-step onboarding assistant — detects where users get stuck, adapts guidance by role (developer, PM, designer), and proactively offers help before abandonment. Support Triage resolves common queries from a documentation RAG, escalating complex issues to the human team with full context.
“Our onboarding was haemorrhaging users. Two weeks later, completion nearly doubled and our support queue is half what it was.”