How Mapbox reduced monthly support tickets by 30% across web, Discord, and support
“We've seen fantastic results with Kapa.ai, recently achieving a 30% monthly reduction in support tickets and significant productivity gains for our Technical Support Engineers.
David Schroeder
Senior Manager of Technical Support Engineering
Challenge
Mapbox's breadth of products makes it hard for both developers and its own support engineers to know every answer. Developers often searched or waited for a response, and by the time a ticket was filed, the answer usually already existed in the documentation.
Solution
Mapbox and Kapa built a custom deployment with access to both public knowledge (docs, SDKs, blog, API references, Stack Overflow, YouTube) and private knowledge (Zendesk tickets, internal FAQ, Slack), refreshed weekly and surfaced everywhere developers and support engineers actually work.
Results
175,000+ technical questions answered
30% fewer monthly support tickets
26% increase in questions asked to Kapa
40,000+ hours saved answering repetitive questions
20% of questions answered in non-English languages
Documentation Agent
500,000 monthly visitors, one click away from an accurate answer
An "Ask AI" button on the docs site gives developers instant, cited answers without leaving their workflow, deployed using Kapa's off-the-shelf widget, simple enough for the team to configure and launch without a custom build. For deeper research, a dedicated Developer AI Assistant page (the same widget embedded via iframe) gives developers a bookmarkable space for longer, more immersive Q&A sessions, rather than a single quick question from the corner of a docs page.
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IN PRODUCT AGENT
Ask AI, available the moment users log in
The same "Ask AI" widget available on the docs site also lives inside Mapbox's logged-in account application, in the same bottom-right corner spot, so customers get support without switching tabs or filing a ticket. Because it draws on the same connected knowledge base as the docs and Zendesk deployments, an answer here matches what a customer would get anywhere else Mapbox has deployed Kapa, no inconsistency between self-serve channels depending on where someone happens to be logged in.
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“Kapa is like your know-it-all friend. It dramatically improves the speed and accuracy of finding the answers to your tasks.
For example, when an issue comes in, Kapa cuts the research process in half by identifying the topic, drafting an answer and referencing relevant sources that streamlines the support process in Zendesk.”
Jesse Sherrill
Technical Support Engineer
Why Kapa
One connected knowledge base, refreshed weekly, feeds every surface, so developers get the same accurate answer whether they're in the docs, the app, Discord, or waiting on a support reply.
That consistency drives a 30% reduction in monthly support tickets from paid users, 175,000+ questions answered yearly (40,000+ support hours saved), and a 26% increase in questions asked to Kapa, with 20% answered in non-English.
“The role of our support engineers has become more powerful with Kapa.
It can take years for a support engineer to know the ins and outs of Mapbox, but Kapa now helps develop support engineers into more knowledgeable support specialists in less time.”
It can take years for a support engineer to know the ins and outs of Mapbox, but Kapa now helps develop support engineers into more knowledgeable support specialists in less time.”
David Schroeder
Senior Manager of Technical Support Engineering
