Case Study: Zapier achieves scalable customer community engagement with Gainsight Customer Communities

How Zapier Uses Gainsight Customer Communities to Keep 2.2 Million Businesses Engaged

Zapier, the workflow automation company serving 2.2 million businesses, needed a scalable, open-access community that could answer highly varied user questions without disrupting customer workflows. With 5,000+ integrations and a huge mix of use cases, Zapier turned to Gainsight Customer Communities to provide flexible self-service support and community management at enterprise scale.

Using Gainsight Customer Communities, Zapier improved search-led self-service, automated moderation, and routed flagged topics through Slack and AI-assisted workflows. The impact was significant: Zapier’s small team said three people could do the work of 30, they answered 100% of user questions within four to six hours, and they had met their SLA for 16 straight months while serving 125,000 monthly unique visitors and 240,000 monthly page views.

Zapier

Rachael Silvano

Community Operations Manager