Case Study: Lywand automates 50% of customer inquiries with Gleap

Lywand automates 50% of support inquiries with Gleap

Lywand, a cybersecurity startup based in Austria, faced a challenge with its customer support as its client base expanded. Their previous tool, Freshdesk, was siloed and inefficient, requiring agents to switch between applications and lacking a self-service knowledge base. With a per-seat pricing model that limited access, the support process became a bottleneck, forcing technical experts to handle repetitive inquiries instead of focusing on product development.

To solve this, Lywand implemented the Gleap platform, which combined an AI chatbot, a searchable knowledge base, and integrated ticketing. The team from Gleap was able to deploy this all-in-one solution in just a few weeks, onboarding the entire company without extra per-seat costs. The most significant result was that Gleap's AI chatbot now automatically resolves 50% of all customer inquiries, such as providing specific firewall whitelisting URLs, which has dramatically reduced the burden on the human support team.

Lywand