Case Study: Dub supercharges founder-led support and scales growth with Plain

How founder-led support has supercharged Dub's growth

Dub, a company specializing in link management and analytics, faced the challenge of scaling its customer support infrastructure as it grew. Initially using a combination of Crisp chat and Google Groups, the team found these tools lacked deep integration and scalability. They turned to the vendor Plain to implement a more robust support platform that could seamlessly integrate with their product.

Plain provided a solution that was quickly set up and offered superior developer experience with deep product integration. This enabled Dub's founders to provide direct, high-quality support, which proved critical to their growth. A key result was successfully converting a dissatisfied customer who had left a 1-star review back into a paying client within 24 hours. As Dub's user base exploded to over 40,000 users, Plain's platform provided the scalable foundation needed to manage increasing support demands while the company invested in additional resources like help articles.

Dub

Steven Tey

Founder and CEO