CHALLENGE
As AI Insurance grew, support tickets became repetitive. Developers and customers needed clear guidance, and engineers were regularly pulled into answering the same questions.
Anna Seale, Head of Operations and Strategy at AI Insurance, described the key challenges the team faced:
-Developers pulled into support: Engineers spent hours answering the same questions instead of improving AI models or scaling the platform.
-No capacity for documentation: The team knew documentation was critical but had no bandwidth to create or maintain it.
-Support volume grew: Users raised the same issues without a structured knowledge base. Response times slowed, and operational strain increased.
SOLUTION
-Hackmamba started by learning how the platform worked, the workflows behind it, and what developers needed most.
-The team worked closely with the engineers to understand common issues and questions.
-With that insight, Hackmamba created clear, practical documentation that reduced support requests, improved onboarding, and helped users find answers quickly.
RESULTS
Within the first three months, AI Insurance saw a 10 percent drop in support tickets. The team could finally focus on higher-value work.
This change led to:
- Over 20 hours saved each month across the support team
- Fewer interruptions for engineers working on the core product
- More confident, independent onboarding for both customers and developers
- A lighter, more efficient support workflow overall
“Hackmamba delivered what we needed: clear, well-structured documentation. Their expertise in developer content is unmatched.”- Anna Seale, Head of Operations and Strategy at AI Insurance
Requirements
They needed documentation that was accurate, easy to use, and built for both developers and everyday users.
Hackmamba helped AI Insurance cut support tickets, save team hours, and improve onboarding by creating clear, developer-friendly documentation that made the platform easier to use.
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