Turning Knowledge Into a Scalable Support Layer

As Kloud Connect scaled rapidly across accounting firms of all sizes, their support team faced growing pressure to deliver fast, accurate guidance across a wide range of workflows and user roles. With administrators managing setup to accountants working daily in the platform, customer needs became more complex as adoption grew.

To keep support scalable without adding friction or headcount, Kloud Connect implemented Brainfish as an in-app self-service knowledge layer. Customers could resolve questions instantly inside their workflows, reducing strain on support, strengthening onboarding, and surfacing real-time insight into what users needed most.

The Challenge: Scaling Support in a Multi-Persona Product

Kloud Connect serves accounting firms adopting a platform with many workflows, integrations, and operational questions. Their support challenges weren’t just about volume, they were about variation.

Every firm uses Kloud Connect differently depending on their size, practice areas, internal processes, and configuration choices. As a result, customer questions often required answers that depended on context, not just generic documentation.

With multiple personas relying on the platform, customers frequently needed help navigating:

• Setup and onboarding workflows
• Feature usage across different roles
• Process changes tied to frequent product updates

Previously, knowledge lived across Confluence, internal SMEs, and scattered documentation. Over time, this created friction:

• Customers struggled to search documentation
• Access barriers reduced usage
• Updates required heavy manual effort
• Teams lacked visibility into recurring questions

Traditional static documentation couldn’t keep pace with the complexity of the product or the speed at which it was evolving.

Why Brainfish: A Self-Service Knowledge Layer Built to Scale

Kloud Connect needed more than a place to store documentation, they needed a way to deliver knowledge dynamically, inside the product, as customers worked.

As their platform grew more complex and customer configurations became more varied, scaling support meant giving users instant access to accurate answers while ensuring internal teams stayed aligned around a single source of truth.

Brainfish provided the knowledge layer Kloud Connect needed to make support more scalable, proactive, and embedded directly into the customer experience.

Brainfish helps Kloud Connect:

• Deliver fast, in-app guidance across multiple user roles
• Deflect repetitive support questions and reduce inbound volume
• Use analytics to strengthen onboarding and documentation over time
• Keep answers accurate as workflows and features change
• Align Support, Customer Success, Product, and Sales around shared knowledge
• Surface the most relevant guidance based on user context and evolving customer needs

The Brainfish Solution

In-App Self-Service Through “Kaycey”

Kloud Connect deployed Brainfish through an in-app assistant named “Kaycey,” designed to serve as the first point of support for end users. Naming the assistant helped reinforce that it wasn’t just documentation, it was an always-on teammate embedded directly into the product.

Instead of leaving the platform to search through help articles or submit a ticket, customers can ask Kaycey questions in the moment while actively completing workflows. This makes guidance immediate, accessible, and far easier to adopt.

Between June 2025 and February 2026, Kaycey:

• Handled 2,991 user queries
• Resolved 2,591 questions without raising JIRA tickets
• Deflected an estimated 1,500+ support tickets
• Supported adoption across 30+ client organisations

This allowed Support and CS teams to focus on higher-complexity, higher-value work instead of repetitive “how do I…” questions.

Rapid Migration from Confluence to a Single Source of Truth

Kloud Connect migrated from Confluence to Brainfish quickly, consolidating their existing documentation into a centralized knowledge layer that now supports thousands of real user interactions.

What previously required searching across tools or contacting SMEs now happens instantly in-product. Brainfish now supports both customer-facing and internal knowledge queries, creating alignment across Support, Product, Sales, and Implementation. 

Analytics Embedded into Daily Operations

Beyond answering questions, Brainfish provides visibility into real customer behaviour.

For the first time, Kloud Connect could see:

• What users were asking
• Where they were getting stuck
• Which workflows needed clearer guidance

Analytics are reviewed daily and inform decisions across teams:

• Product refines roadmap priorities
• Sales gains visibility into demo engagement
• Implementation reinforces common training gaps
• Support & CS proactively update content

What began as a self-service assistant has evolved into a continuous feedback engine, translating everyday customer questions into strategic improvement across the organization. 

Instant Knowledge Updates That Keep Answers Accurate

As the product evolves quickly, support and training content must stay up to date as workflows and features change.

With Brainfish, updates to help articles are reflected immediately in the in-app experience. This allows the team to:

• Keep customer-facing answers aligned with the latest product changes
• Prevent confusion caused by outdated documentation
• Make quick adjustments as new questions emerge

As a result, Kloud Connect can maintain confidence that customers are receiving accurate guidance in real time, without slowing down internal teams.

Proactive Engagement Through Nudges & Segmentation

Kloud Connect uses Brainfish Nudges to deliver in-context updates such as:

• Upcoming releases and deployments
• Known issues or bugs affecting workflows
• Process improvements and step-by-step guidance
• Training reminders at the moment users need them

Release notes now live inside Brainfish, where engagement can be measured.

Segmented knowledge sources ensure the in-app assistant surfaces only the most relevant guidance for each user context, while the broader help centre maintains a complete library.

Video-Based Knowledge to Save Time

Using Brainfish’s video upload capability, Kloud Connect converts recorded walkthroughs into structured help articles automatically. 

This has:

• Generated 10+ new help articles
• Updated multiple existing articles
• Reduced documentation time from ~3 hours per article to minutes
• Saved 30+ hours in content creation

This capability accelerates the turnaround from product release to customer-ready guidance, ensuring that knowledge keeps pace with platform evolution without increasing documentation workload.

“I use the video feature quite frequently — it just saves so much time for me.”
— Priya Srinivasan, Training & Content Coordinator

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Impact 

Over a nine-month period, the assistant supported nearly 3,000 customer interactions, answered hundreds of internal knowledge queries, and freed more than 300 hours of SME capacity.

More importantly, it changed how the organization scales.

By introducing a self-service layer early in their growth journey, Kloud Connect expanded support capacity ahead of rising demand, without increasing headcount at the same rate.

Customers now receive consistent, 24/7 guidance across Australia and overseas markets, reducing friction during onboarding and everyday usage. Internally, teams rely on real interaction data to strengthen training, improve documentation, and prioritize product improvements.

What began as an in-app assistant has evolved into a strategic capability, transforming knowledge from static documentation into an operational advantage that scales with the platform.

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What’s Next

The Kloud Connect team plans to expand Brainfish across additional workflows, including a dedicated assistant for prospect and demo environments, deeper helpdesk integrations to encourage self-service before ticket submission, and broader internal adoption through Brainfish Assist for offshore and support teams.

As Kloud Connect continues to grow, Brainfish will remain the knowledge layer that helps enable proactive support, consistent onboarding, and cross-team alignment as their platform evolves.

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Curious what Brainfish could do for your team? Book a demo and let us show you how easy it is to turn your knowledge into instant answers.