Case Study: Tinfoil Security scales support and boosts sales with Olark

Turning customer problems into customer success stories

Tinfoil Security, founded in 2011 to provide developer-friendly web security for DevOps, relied on Olark live chat to connect with customers. As the company and customer base grew, chat volume — typically 10–30 conversations per week — increasingly included sales opportunities, forcing Tinfoil to address rising sales-related chats while also balancing high-quality support against ongoing product development.

Tinfoil responded with an “all-hands” support model: every employee rotates through primary or secondary chat duty, new hires are rapidly onboarded, and support agents escalate or transfer sales questions to the right people. The approach let them scale chat coverage, convert more conversations into sales, keep close customer feedback loops, and preserve strong, team-driven support without derailing product progress.

Tinfoil Security

Michael Borohovski

Co-founder and Chief Technology Officer