Case Study: Snowplow achieves faster Slack support response times with ClearFeed

How Snowplow, the Leader in Customer Data Infrastructure for AI, Scales Customer Support on Slack With ClearFeed

Snowplow, a provider of customer data infrastructure, faced challenges scaling its customer support as its business grew. While using Slack for real-time collaboration on complex issues was effective, the lack of integration with their main Zendesk ticketing system created silos. This led to inefficiencies, difficult tracking, and a lack of visibility into support metrics, hampering the team's ability to manage the increasing volume of requests.

To solve this, Snowplow implemented the ClearFeed platform to integrate Slack with Zendesk. ClearFeed provided features like manual ticket creation from Slack, a unified request queue, and access to service metrics. This solution resulted in a 35% reduction in mean first response time, allowed the team to efficiently handle hundreds of monthly tickets from Slack, and led to higher customer satisfaction through improved visibility and streamlined workflows.

Snowplow

Charlotte Ward

Director of Support