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Commonplace is a leading B2B2C platform that enables real estate developers and local government decision-makers to engage and consult with their communities. With a 100% success rate in helping projects gain planning approval, Commonplace has reached 12% of the UK population through their community engagement platform, facilitating over 3,000 consultations.
Before implementing Gleap, Commonplace faced several key challenges in managing user feedback and support:
- Fragmented Feedback Systems: Customer feedback was scattered across multiple platforms including Slack, JIRA, and various other tools, making it difficult to maintain a unified view of user needs and issues.
- Complex B2B2C Requirements: As a platform serving both businesses and end-users, Commonplace needed a solution that could handle different types of users with varying needs.
- Lack of Transparency: The commercial team needed a way to communicate the product roadmap to stakeholders and customers.
- Support Efficiency: Managing support requests across multiple channels was becoming increasingly complex as the platform grew.
After evaluating several solutions, Commonplace chose Gleap for a number ofl key reasons:
1. Right-sized Solution: Unlike competitors offering unnecessary features at premium prices, Gleap provided exactly the functionality Commonplace needed at a more affordable price point.
2. Startup Partnership: Working with an early-stage startup meant direct access to the founding team and greater flexibility in addressing specific needs.
3. Easy Implementation: The technical implementation was straightforward, requiring minimal engineering resources.
4. Scalability: As a platform that had reached 10 million people, Commonplace needed a solution that could handle hundreds of tickets effectively.
Commonplace implemented Gleap primarily for their B2B users and internal teams, utilizing key features including:
- Bug reporting and feature request management
- AI-powered chatbot (Kai) for first-line support
- Knowledge base for self-service support
- Custom work request boards
- Public roadmap management
- Integration with existing tools (JIRA and HubSpot)
- Over 50% of all support requests are now resolved through self-service channels
- The knowledge base receives thousands of views monthly (~2,000 page views per month)
- Gleap’s AI-powered chat successfully handles 50-60% of all inbound support cases that would be otherwise routed to the support and success teams, freeing up more of their time for critical issues
- 90% of support tickets are resolved in two or fewer replies
- Streamlined workflow through integration with existing tools
- Reduced support volume through effective self-service options
- Approximately 1,000 active users regularly accessing support resources
- Core team of 5 daily active users managing support operations
- 20 internal team members actively contributing to the knowledge base and ticket management
- Successfully consolidated feedback from multiple channels into a single platform
- Improved ability to track and prioritize feature requests
- Enhanced transparency through public roadmap features
1. Simplified Approach: Gleap provided a straightforward solution to consolidate feedback without unnecessary complexity
2. Flexible Integration: Seamless integration with existing tools like JIRA and HubSpot
3. Responsive Support: Strong partnership with Gleap's team enabled quick resolution of issues and continuous improvement
4. Cost-Effective: Competitive pricing compared to alternatives while providing essential functionality
Commonplace continues to expand their use of Gleap's features and maintains a strong partnership with the Gleap team. The platform has proven essential in managing their growing user base while maintaining high standards of support efficiency.
This is a super simple solution to a problem that people over-sophisticate. What you need to do is amalgamate all of your feedback into one place, and this is an exceptionally good tool to do that.
Benjy Meyer, Chief Product & Technology Officer at Commonplace