Case Study: Clerk improves support prioritization and workflows with Plain

Clerk streamlines support across 4 pricing tiers with Plain

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 that a single customer could be a member of several apps with different support levels. They needed a way to automatically identify and prioritize requests, especially from their highest-value enterprise customers, and partnered with Plain to find a solution.

Using Plain's API, Clerk built custom workflows to automatically map customers to the correct support tier and tenant. This included creating an in-app form that pre-populates customer data and identifies the specific app needing help. The solution ensured enterprise requests were prioritized correctly and reduced back-and-forth, leading to faster resolution times. Clerk also leveraged Plain's Discussions, API configurability, and Labels to improve internal collaboration and identify product issues early.

Clerk