Case Study: Airmeet streamlines support escalations and boosts engineering productivity with ClearFeed

How Airmeet Streamlined Support Escalations and Enhanced Engineering Productivity with ClearFeed’s Slack-first Helpdesk

Airmeet, a leading virtual event platform, faced significant challenges in managing support requests and engineering responses during live events. Their team struggled with fragmented request tracking across multiple Slack channels, inefficient manual processes for logging tickets, and a complete lack of visibility into service metrics to measure productivity and responsiveness. This created operational inefficiencies and risked the customer experience during critical live events.

By implementing ClearFeed’s Slack-first helpdesk, Airmeet centralized its support escalations, gaining a unified view of all requests and the ability to track ownership and status directly within Slack. The ClearFeed solution provided critical service metrics like closure time and request volume, which were previously unavailable. This resulted in enhanced engineering productivity, efficient handling of approximately 160 tickets monthly, improved team collaboration, and significantly increased customer satisfaction due to faster and more effective support.

Airmeet

Vinay Jaasti

Co-founder and CTO