Case Study: Gather cuts support response times and improves AI deflection with Gleap

Gather cuts response times from 30 minutes to 5 minutes with Gleap

Gather, a company in the SaaS and field operations industry, faced challenges with its slow, email-based support system. The process resulted in long response times and lacked the technical context needed to diagnose issues for users in the field. This led them to seek a solution from the vendor, Gleap.

By implementing Gleap's integrated platform featuring live chat, AI support, and a knowledge base, Gather created a much more efficient workflow. The solution included JIRA integration, which helped route technical issues directly to engineers with full context. As a result, Gleap helped Gather slash response times from 30 minutes to just five minutes, increase AI deflection rates, and save the team several hours per week.

Gather