Case Study: Commonplace unifies support and feedback with Gleap

Commonplace resolves 90% of tickets in 2 replies with Gleap

Commonplace, a SaaS company in the civic engagement space, needed to unify user feedback and support signals that were previously split across disparate tools like Slack and JIRA. This fragmentation made it difficult for their product, commercial, and support teams to maintain a shared view of user needs. They turned to Gleap to find a simpler system that could serve all their users without adding complexity.

Gleap provided a centralized platform for bug reports, feature requests, and support, integrating with JIRA and HubSpot. The solution included an AI chatbot named Kai for first-line support and a knowledge base for self-service. The impact was significant: over half of support requests are now resolved through self-service, Kai handles 50-60% of inbound cases, and 90% of tickets are resolved in two or fewer replies.

Commonplace