Case Study: Clerk achieves faster, smarter support prioritization with Plain

Clerk is on a mission to build the auth platform for the next generation of billion-dollar companies. Here’s how they do support

Clerk, a comprehensive user management and authentication platform, faced a challenge in prioritizing customer support requests. Their diverse pricing tiers, including a free option and multiple paid plans, meant a single user could belong to several apps with different support levels. Using Plain's API, Clerk needed a way to ensure enterprise requests were prioritized correctly.

Plain's solution involved building custom workflows via its API to automatically map customers to their correct tenant and pricing tier. This allowed Clerk to prioritize based on a user's highest-tier app and use in-app forms for precise context. The results included faster resolution times, less customer back-and-forth, and the ability to use Plain's data to train an internal AI bot for future efficiency gains.

Clerk

Jeff Escalante

Engineering Director