Introduction

Imagine transforming your customer support from a chaotic email-based system to a streamlined, AI-first platform that not only saves time but also boosts customer satisfaction. That's exactly what Gather achieved with Gleap. By integrating Gleap's AI-driven support and feedback platform, Gather saw a remarkable improvement in response times, customer satisfaction, and overall efficiency. Let's dive into their journey and the tangible benefits they gained from making the switch.

The Challenge

Before Gleap, Gather struggled with an outdated email-based support system. Tickets were lost in long email chains, and response times were sluggish, often taking up to 30 minutes. The lack of technical data from user reports made it difficult to identify and resolve issues quickly.

Our users are always on the move, often working in harsh conditions with limited signal. They don't have the time to provide detailed technical information, but Gleap gives us all that data upfront.

Sasha King, Product Specialist at Gather

The Search for a Solution

Gather needed a modern, effective way to handle customer support. They evaluated several options, including Intercom and Zendesk, but found Gleap to be the most compelling choice.

The decision was driven by Gleap’s powerful AI support, comprehensive knowledge base, and seamless integration capabilities.

William Doyle, CEO of Gather, was particularly impressed with the functionality and price point that made it an ideal match for their needs.

The Decision

Gleap stood out due to its:

• AI Support: Providing quick and accurate responses.
• Knowledge Base: Centralizing all support materials.
• Integration Capabilities: Seamlessly fitting into their existing workflows.
• Cost-Effectiveness: Offering a price point perfect for a growing organization.

Implementation and Results

Gather implemented Gleap in April 2024, and within a few weeks, they had a fully functional support system up and running. The transition was swift and smooth, thanks to Gleap's user-friendly setup.

"The implementation process was really quick and effective. We were up and running within a few weeks, and any questions we had were answered promptly by Gleap's support team," recalls Sasha King.

The results were immediate and impactful:

• Response Times: Dropped from 30 minutes to just 5 minutes.
• Deflection Rate: Increased from 20% to 30-35% within weeks.
• Customer Satisfaction: Enhanced significantly due to quicker resolutions and self-service options.
• Internal Efficiency: Saved several hours per week, allowing the support team to focus on more complex issues.

Gleap's AI-based support saves me a few hours a week by handling simple tickets that would otherwise take up valuable time.

Sasha King, Product Specialist at Gather

Key Features Utilized

Gather leveraged several key features of Gleap to achieve these results:

• AI Support: Automatically handling common queries.
• Knowledge Base: Providing a centralized hub for all support materials.
• Live Chat: Enabling quick and direct communication with users.
• Environmental Data: Gathering technical details to speed up issue resolution.
• JIRA Integration: Seamlessly transferring technical tickets to the development team.

Future Plans

As Gather continues to grow, they plan to further optimize their use of Gleap. This includes structuring teams better within the platform and utilizing outreach features like product tours and surveys to enhance user onboarding and gather more feedback.

Conclusion

Gather’s switch to Gleap has been transformative, providing a more efficient and satisfying support experience for both their team and their customers. If you're considering a similar move, Sasha King has a clear message:

Gleap saves us a lot of time and our users find it incredibly useful. It's a quick, effective solution with a great knowledge base.