Case Study: CAST AI scales personalized Slack support to 100+ channels with ClearFeed

Scaling personalized, high-touch support at CAST AI to 100+ Slack Channels with ClearFeed

CAST AI, a SaaS company providing a Kubernetes cost optimization platform, faced significant challenges scaling their personalized, high-touch customer support. As they grew to over 70 dedicated Slack channels, their team struggled to monitor conversations effectively, leading to missed messages and difficulty meeting support SLAs. They needed a solution to manage this volume without sacrificing their proactive, founder-led support philosophy.

By implementing ClearFeed's Slack-native ticketing system, CAST AI centralized their support triage and gained critical features like ticket prioritization and assignment. The ClearFeed solution enabled their lean team to reduce response times, decrease escalations, and confidently scale to over 100 customer channels. The partnership has been so effective that over 50% of incoming conversations are now streamlined and managed by the support team, abstracting the noise from engineers.

CAST AI

Shravan Ashok

Principal Technical Program Manager