How Brian.study saved more than $15K in 6 months with UserGuiding

Brian.study

Renk Mert

Content Marketing Specialist

February 19, 2025

min read

Summary

Brian.study noticed a pattern through the overflowing support tickets that were submitted each time after a teacher landed on the platform.

Their first step was to offer one-on-one calls that always got extended up to 90 minutes due to long Q&A sessions—so they decided this wasn’t sustainable at all.

Upon finding UserGuiding, they created a well-organized knowledge base with two segments that included comprehensive support articles to offer self-service support; later on, they added French and German to increase accessibility among users.

By effectively implementing a knowledge base, they saved over $15,000 in support costs within six months, refining the user experience and increasing operational efficiency.

Brian.study is an AI teaching assistant that gamifies learning and creates an interactive learning environment for students and teachers.

After launch, they faced an unexpected case: Teachers weren’t as tech-savvy as students.

This led to several support tickets on the same topic flowing in at the same time.

In order to solve this issue, they implemented UserGuiding, and our customer self-service solutions, such as external knowledge base and in-app help center, helped Brian.study save over $15,000 in customer support costs 6 months.

Let’s see how:

The number of support tickets rocketing after launch…

Brian.study noticed that almost every teacher experienced very similar issues after signing up, which resulted in an inbox overflowing with support tickets on functions they offered, such as:

How do I add a lesson?
How do I create content?
How do I add a team member?

They needed a solution to optimize customer experience and reduce support ticket volume.

Our users kept hitting the same wall, and we needed to fix the path, not just keep opening the door for them.”

Ralph Forsbach

Co-Founder and CEO

The first try-out…

The first step they took was onboarding teachers from the same school together through online meetings, where they introduced the platform and showed teachers how to use it step-by-step.

As these meetings got longer than 90 minutes with long Q&A sessions, they had to look for another way to harmonize the provision of knowledge with hands-off onboarding.

That’s when they found UserGuiding and started adding some in-app content to help guide teachers.

Newly signed-up teachers freely roam around the product, creating a gap in their experience where they might not return. After UserGuiding, this gap was filled with the steps we wanted them to take to make them stay without resorting to onboarding calls.”

Ralph Forsbach

Co-Founder and CEO

Upon meeting UserGuiding, this process was both accelerated and facilitated.

UserGuiding came to the rescue

The key action was to overcome their main challenge: minimizing the customer support load.

Brian.study created a comprehensive knowledge base to provide users with a solid collection of information for the questions that arose frequently.

Watch the full webinar on how to Solve Customer Support Challenges with UserGuiding’s Knowledge Base 👈

Brian.study using UserGuiding's knowledge base

While creating a knowledge base, they created separate spaces for both users (teachers and students) on the home page so they could personalize and tailor the support experience to these segments.

UserGuiding offered many tools in the toolbox, helping us provide our users with a knowledge base and eliminating the onboarding issue at the same time.”

Ralph Forsbach

Co-Founder and CEO

Featured Articles section on Brian.study's knowledge base

Right under the environment section, there is a part that highlights important articles to answer common questions for the users to find the information they are in search for instantly.

Brian.study's learning environment segment on their knowledge base

Onboarding aside, it’s difficult for support teams to handle repetitive user inquiries regarding a new feature release or an in-app key action.

That’s exactly why Brian.study opted to refine their detailed documents, which were prepared during the development stage, into a comprehensive knowledge base with a self-service experience.

Thanks to this proactive approach, they were able to invest in a more sustainable and effective process instead of taking up the load and cost of managing these solvable tickets.

In order to ensure accessibility among users, Brian.study introduced their knowledge base in 3 different languages (English, German, and French) through UserGuiding’s localization feature.

We knew that if we wanted to scale efficiently, we had to empower users with self-serve resources. Lucky for us, our knowledge base became their go-to source for answers in a short amount of time.”

Ralph Forsbach

Co-Founder and CEO

Brian.study's knowledge base article explaining how to use the filter function

Take this query, for instance; it answers how to use the filter function in the course overview.

Instead of submitting a support ticket for a basic action like this, users can resolve issues instantly through a self-serve experience.

This approach not only cuts costs for businesses but also significantly reduces resolution time, allowing users to find answers instantly and continue their workflow without disruption.

Brian.study is a good case in point since their knowledge base accumulated over 6,000 views in 6 months, saving more than $15,000 in estimated support operation costs by driving self-sufficiency among users.

By building a comprehensive knowledge base via UserGuiding, we didn’t just cut our support costs—we gave users the power to help themselves.”

Ralph Forsbach

Co-Founder and CEO

Brian.study's resource center using UserGuiding

Moreover, Brian.study placed a well-structured resource center for users to find answers on their own through the search bar and reach self-service resources, report a bug, and suggest new features without leaving the platform.

With this section integrated to their knowledge base, Brian.study enabled users to to retrieve answers immediately rather than waiting for a support response.

Reducing support tickets wasn’t just about saving money—it was about efficiency. The knowledge base and resource center worked together to free up both users and our team."

Ralph Forsbach

Co-Founder and CEO

Long story short…

Thanks to UserGuiding, Brian.study saved over $15,000 in support costs in 6 months through creating a knowledge base and adding a resource center to the mix.

Creating a seamless self-serve experience via a well-organized knowledge base and resource center helped Brian.study to scale customer support and minimize the support ticket volume effectively.

In addition to reducing friction and easing the load on the support team, this self-serve approach empowered users to take full advantage of the product faster.

If you're like Brian.study and in need of a solution, UserGuiding is one click away 👈

Renk Mert

Content Marketing Specialist

Brian.study is an AI tutor that empowers teachers to instantly create fully adaptive learning environments, enabling 1:1 tutoring and self-directed learning experiences to improve learning success.

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Brian.study