Gather moved from a slow email-based support process to an AI-first support system in Gleap. Before the switch, support threads were hard to follow, technical context was often missing, and users working in the field did not always have time or signal to send detailed diagnostic information.
Gleap gave Gather live chat, AI support, a central knowledge base, environmental data, and JIRA integration in one workflow. That meant the support team could answer common questions faster and pass technical issues to engineering with the context needed to investigate.
Within a few weeks, Gather had a fully functional support setup. Response times dropped from around 30 minutes to about five minutes, AI deflection improved from 20 percent to roughly 30 to 35 percent, and the team saved several hours each week by letting Gleap handle simple support requests.
