About Commonplace

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.

The Challenge

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.

Why Gleap?

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.

Implementation and Usage

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)

Results and Impact

Improved Self-Service Support

• 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

Enhanced Support Efficiency

• 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

Better User Engagement

• 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

Unified Feedback 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

Key Success Factors

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

Looking Forward

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