Case Study: AfterSell achieves scalable Slack and Intercom support with ClearFeed

How AfterSell by Rokt Streamlines Customer Support Across Intercom and Slack With ClearFeed

AfterSell, a Shopify upsell app, faced significant operational challenges as its business grew. Its customer support was split between Slack, used for real-time communication with top merchants, and Intercom, its primary ticketing system. This divide created platform silos, leading to inefficiencies, missed messages, difficulty tracking requests, and an inability to measure team productivity, jeopardizing their promise of high-priority support.

To address this, they implemented ClearFeed. This solution provided a bi-directional integration between Slack and Intercom, centralizing requests into a Triage Channel and enabling one-click ticket creation from Slack threads. ClearFeed's implementation eliminated platform silos, streamlined workflows, and provided detailed service metrics. The results were substantial, allowing AfterSell to efficiently handle over 250 requests across 200+ Slack channels, leading to faster response times, improved team collaboration, and enhanced customer satisfaction.

AfterSell

Pierre Gravelle

Customer Support Manager