Why we built Relay
Three hours a night answering the same twenty questions. That was our support team before Relay, and it is still most support teams today.
Hana Okoye
Co-founder & CEO
5 min read
In 2023 we ran support for a fast-growing online store. Every morning the inbox held the same questions it held the day before: where is my order, how do I return this, can I change my address.
The same twenty questions
We counted. Twenty questions made up two thirds of our tickets, and every one of them was already answered in our help center. Customers didn’t want to search. They wanted someone to tell them.
What we wanted instead
We wanted an assistant that only answered from our own docs, linked the source, and handed off the moment it wasn’t sure. Nothing on the market did all three, so we built it.
Today Relay answers for 2,400 teams. The idea hasn’t changed: let software handle the repeat questions so people can handle the interesting ones.
Written by
Hana Okoye
Co-founder & CEO
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