What if the very tool meant to help you connect with your customers was holding you back? For Partfox, a leading B2B marketplace connecting buyers and manufacturers in the CNC industry, their previous customer communication platform had become a barrier to growth. Every new feature, every extra seat, and every customer survey came with a hefty price tag, stifling their ability to engage with users effectively. This is the story of how Partfox broke free from these limitations by switching to Gleap, unlocking a new era of proactive user engagement and streamlined support without the constant worry of escalating costs.

The Challenge: Big Plans, Limited by Budget

Partfox had ambitious goals for their platform, Partfox. They wanted to provide top-notch support, create a robust help center, and proactively engage users with announcements, product tours, and onboarding materials. They initially chose Intercom, but quickly ran into significant roadblocks.

"I started facing all the limitations," explains Maic Fankhauser, Product Manager for Partfox. "Whatever I wanted to try was bound to a heavy budget again."

This became particularly frustrating when trying to gather user feedback. A critical customer survey intended to reach thousands of users had to be capped at just 200 to avoid extra costs. The result? Only 20 responses. "Imagine the frustration," Maic says, knowing that many active users never even saw the survey.

The problems didn't stop there:

• Costly Scalability: Adding team members, even developers for simple tasks, required purchasing expensive additional seats.
• Inflexible Contracts: Partfox was locked into a yearly contract for features they couldn't fully utilize due to resource constraints.
• Fear of Experimentation: The team hesitated to even test new features, like an AI co-pilot, because they didn't know what it would mean for their budget.

The Search for a Flexible, All-in-One Solution

The team knew they needed a change. They required a platform that offered a comprehensive suite of tools without the restrictive, per-seat pricing and hidden fees. The search led them to Gleap.

The decision to switch was driven by a desire for freedom and flexibility. "Having this list of these limitations, like you don't have to think about money all the time, you can just do it is like a huge relief, to be honest," Maic emphasizes.

Gleap stood out for several reasons:

• Transparent, Unbeatable Pricing: Gleap's business model was a breath of fresh air. It allowed a small, agile team to use the full range of features without the constant fear of budget overruns.
• A Truly All-in-One Platform: Gleap offered everything they needed—live chat, an AI-powered chatbot, bug and feature request tracking, product tours, and surveys—all under one roof.
• Ease of Implementation: The team was on a tight deadline after canceling their Intercom contract. Gleap's straightforward setup was a major plus.

The Implementation and Results: Freedom in Just 10 Days

The transition to Gleap was remarkably fast. "It took us...10 days," Maic recalls. "Within 10 days we got from nothing to have it...fully integrated with custom data." This rapid implementation was crucial, allowing them to meet their deadline without any disruption in service. The support they received from Gleap's team was another highlight, with one of their developers receiving a bug fix within minutes of reporting it.

While it's still early days, the immediate result for Partfox has been a profound sense of liberation. The team can now focus on what matters most: engaging with their users and improving their product.

"I already have more people or seats in Gleap with five than I ever had on Intercom in the last two years," Maic notes, highlighting the freedom to include developers and other team members without worrying about cost.

How Partfox is Using Gleap

Partfox is already putting Gleap's powerful features to work:

• Live Chat & AI Support: The team is using the live chat for direct support and has set up an AI-powered chatbot fed by a private help center to handle common user questions, freeing up the support team for more complex issues.
• User Feedback Collection: They have activated the bug reporting and feature request tools to create a direct line for users to share their thoughts, lowering the barrier for valuable feedback.
• Future-Proofing User Engagement: Partfox has big plans for Gleap's other features. They intend to use product tours, checklists, and surveys (now without limitations) to create a comprehensive onboarding experience and gather deeper insights from their user base.

For Partfox, the switch to Gleap wasn't just about changing software—it was about changing their entire approach to customer communication. By removing the financial and technical barriers imposed by their previous provider, Gleap has empowered them to finally realize their vision for a truly user-centric platform.

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