"Many tools slap on some AI features so they can ride the AI wave, but they don't actually add real value. Ferndesk is different, it uses AI in a way that is incredibly helpful for both the Mallow team as well as our customers."
Chipper Whatcott Co-founder, Mallow
Key Results:
Went from zero documentation to a complete, professional help center
No time spent on formatting, site architecture, or manual content structuring
AI that genuinely helps both the internal team and end customers
Already recommending Ferndesk to others
Meet Mallow
Mallow is an invoicing and contract platform built for agencies and service-based businesses. It offers low-fee payment processing, legally-binding eSignatures, white-labeled client portals, and subscription billing, all for a flat monthly price instead of the industry-standard per-transaction fees.
For a startup moving fast to win over agencies tired of overpaying on payment processing, customer-facing documentation wasn’t just a nice-to-have. It was essential for onboarding and retention. But building a help center from scratch is a daunting task when you’re focused on shipping product.
The Pain Before Ferndesk
Mallow didn’t have a help center. The team had written a couple of blog posts that doubled as quasi-help articles, but they fell short of what customers actually needed.
We didn’t have a help center prior to Ferndesk. We had a couple of mediocre blog posts that acted as quasi-help docs, but they didn’t get the job done.
This is a familiar story for early-stage startups: the product is evolving quickly, the team is small, and documentation keeps getting pushed to “next sprint.” Meanwhile, customers are left searching for answers that don’t exist yet.
Why Ferndesk Was Different
Chipper had seen plenty of tools claim to be “AI-powered” but most of them felt like a marketing checkbox rather than a genuine product advantage. Ferndesk stood out because the AI actually delivered real, tangible value.
Many tools slap on some AI features so they can ride the AI wave, but they don’t actually add real value to their product. Ferndesk is different, it uses AI in a way that is incredibly helpful for both the Mallow team as well as our customers.
Instead of spending hours writing articles from scratch, formatting content, and designing information architecture, Chipper could focus on building Mallow while Ferndesk handled the heavy lifting.
Creating a help article is so easy now and I don’t have to spend any time worried about formatting or site architecture.
The Results: A Help Center That Just Works
The transformation was striking. Mallow went from having no real documentation to a complete, professional help center without the typical grind of building one manually.
Before Ferndesk:
Help center: Non-existent
Documentation: A few blog posts that “didn’t get the job done”
Time spent on docs: Avoided entirely, too much friction
Customer self-service: Not possible
After Ferndesk:
Help center: Beautiful, complete, and easy to maintain
Documentation: Professional articles created effortlessly
Time spent on docs: Minutes, not hours
Customer self-service: Customers can find answers on their own
Already Spreading the Word
The best signal of a great product is when customers can’t stop telling people about it. Mallow didn’t just adopt Ferndesk, they started recommending it immediately.
Huge fans of Ferndesk now. We’ve already recommended it to a handful of people.
For startups that haven’t built a help center yet, or are dreading the prospect, Ferndesk eliminates the friction entirely. No formatting headaches, no information architecture decisions, no hours spent writing from scratch. Just a help center that works, powered by AI that actually delivers.