Case Study: Tinybird cuts enterprise first response time with Plain

Tinybird cuts enterprise first response time 80% with Plain

Tinybird, a serverless real-time data analytics platform, faced challenges managing their growing support volume across fragmented channels like email and multiple Slack workspaces using JIRA. Their support team struggled with a lack of real-time reporting, no visibility into SLAs for enterprise customers, and inefficient collaboration with engineers, leading to missed priorities and slow response times.

By implementing Plain, Tinybird unified their support queue into a single inbox and gained real-time SLA visibility. The solution enabled them to prioritize enterprise customer messages and seamlessly loop in engineers from Slack. As a result, Plain helped Tinybird dramatically cut their enterprise customer first response time from one hour to twelve minutes and reduced resolution time from six days to just two hours.

Tinybird