Case Study: Pathway achieves 10x faster resolution with ClearFeed

Pathway reduces resolution time by 90% with ClearFeed

Pathway, an insurtech company, struggled to scale its customer support as its enterprise client base grew. With over 350 Slack Connect channels, requests were scattered, accountability was unclear, and urgent issues were often missed, creating significant operational inefficiency for its Client Success team. To bring structure to this high-volume environment without changing how clients communicated, Pathway implemented ClearFeed's AI-Powered External Helpdesk.

Using ClearFeed, Pathway centralized all Slack requests into pod-level triage channels, implemented automated request categorization, and utilized AI-generated internal responses. This solution resulted in a dramatic reduction of resolution times by approximately 90% while managing over 600 monthly requests. The team also achieved a 97% customer satisfaction score, demonstrating how ClearFeed enabled them to deliver enterprise-grade support with a lean team.

Pathway