Case Study: testRigor scales Slack customer support with ClearFeed

Scaling testRigor's Customer Support on Slack with ClearFeed

Customer testRigor, a test automation platform, faced significant challenges in managing its customer support operations on Slack. Despite preferring Slack for its immediacy and collaboration, the team lacked structure, integration with their Zendesk ticketing system, and metrics to track performance, which hindered their ability to be highly responsive as they scaled to support thousands of users.

By implementing ClearFeed, testRigor gained a comprehensive solution that integrated seamlessly with Slack. The vendor’s platform provided robust service metrics, enabled easy assignment and tracking of requests in triage channels, and allowed agents to convert Slack conversations directly into Zendesk tickets. This allowed testRigor’s small support team to efficiently manage a large user base, significantly improving responsiveness and receiving direct customer praise for their exceptional service.

testRigor

Kevin Carroll

Head of Support and QA