Fontfabric scales premium typography sales with AI-driven licensing support

Zipchat significantly improved the ability to handle complex licensing inquiries by providing instant, accurate explanations to customers regarding font usage rights.

This automated clarity has cleared up confusion around web, desktop, and app licenses, reducing the burden on the support team while ensuring customers feel confident in their purchase.

Key results

• Instant and accurate explanations provided to customers regarding font usage rights and complex licensing agreements.
• Significant reduction in the manual support burden for the Fontfabric team by automating responses to repetitive technical queries.
• Increased customer confidence during the checkout process through the elimination of confusion surrounding web, desktop, and app licenses.
• Effective product discovery through AI-driven recommendations based on customer descriptions and preferred design styles.
• Seamless integration of a primary communication channel into the existing website infrastructure without the need for previous chat software migrations.

Company overview

Fontfabric is a globally recognized type foundry that specializes in the design and distribution of high-quality, professional typefaces. Catering to a diverse audience of graphic designers, branding agencies, and creative professionals, Fontfabric has built a reputation for creating versatile font families that define visual identities. Their portfolio includes industry staples and bestsellers such as Nexa Pro and Postamp Grotesk, which are widely utilized across digital media, print branding, and advertising.

Operating out of a worldwide framework, Fontfabric focuses on bridging the gap between artistic typography and technical functionality. Each typeface is meticulously crafted to support various languages and technical specifications, including specialized licenses for web, mobile apps, and desktop software. As a leading source for premium typography solutions, the company prioritizes providing creative tools that leave a lasting visual impression while maintaining the rigorous standards required for modern design projects.

Industry: Typography and Design
Headquarters: Bulgaria / Worldwide
Website: View website

Why Fontfabric chose Zipchat

Before implementing Zipchat, Fontfabric operated without a dedicated live chat or automated messaging solution. As their library grew and their customer base expanded globally, the team faced a consistent challenge: the complexity of font licensing. In the world of premium typography, customers often struggle to distinguish between various license tiers—such as the differences between desktop use, web embedding, and application integration. These technical nuances often led to a high volume of support emails, which slowed down the purchasing process and created friction for designers who needed immediate answers to finalize their projects.

The search for a solution was driven by the need for a tool that combined ease of use with deep integration capabilities. Fontfabric required a system that could be easily managed by their internal team without an extensive technical overhaul. They sought a platform that could act as a first line of defense, answering the most frequent and technically dense questions about font usage rights. Zipchat was selected as their first-ever chat solution because it offered the specialized ability to ingest the foundry's specific licensing data and communicate it clearly to users in real-time.

By choosing Zipchat, Fontfabric moved from a reactive support model to a proactive sales environment. Instead of waiting for a support agent to manually explain a license agreement via email, the AI-powered bubble chat could handle those interactions instantly. This allowed the brand to maintain its high standards of customer service while scaling its operations to meet the needs of a worldwide audience that operates across every time zone.

The impact

The implementation of Zipchat has transformed how Fontfabric interacts with its visitors, particularly during the critical decision-making phase of the buyer's journey. By providing instant clarity on licensing, the AI has directly addressed the most significant barrier to purchase. When customers are no longer confused by the legalities of font usage, they move through the sales funnel much faster. This has not only improved the user experience for the customers but has also freed up the Fontfabric team to focus on more complex, high-value creative tasks and custom font development.

Beyond licensing support, Zipchat has become a valuable tool for product discovery. The AI is capable of suggesting relevant typefaces based on the descriptions provided by users—such as "modern sans-serif" or "vintage display fonts." While the team notes that the AI continues to learn the most nuanced aspects of specialized font pairings, it has already proven effective at guiding users toward the brand's bestsellers. This automated curation helps manage the "style overload" that can sometimes occur when a foundry offers dozens of styles within a single font family.

"Zipchat significantly improved our ability to handle complex licensing inquiries by providing instant, accurate explanations to customers regarding font usage rights. This has cleared up confusion around web, desktop, and app licenses, ultimately reducing the burden on our support team while ensuring customers feel confident in their purchase."

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