Case Study: Relay achieves faster, human-centered support at scale with Missive

RELAY scales support for hundreds of requests with Missive

Relay.app, an AI workflow startup, faced significant challenges using Gmail Groups for customer support. Their nine-person team experienced issues with email collisions, a lack of context, and poor internal collaboration, which made their support process inefficient. To solve this, they turned to the vendor Missive to implement a dedicated shared inbox solution.

By adopting Missive, Relay.app established a streamlined support system featuring personal aliases, shift-based coverage, and deep internal collaboration tools. The vendor's platform enabled sophisticated automation that turned support emails into automatically filed bug reports and feature requests. This approach, championed by Missive, resulted in a dramatic decrease in support tickets per user despite significant growth, transforming their support into a powerful engine for product improvement.

RELAY