Case Study: Kooth achieves scalable, real-time mental-health support with Slack

Powering one of the UK’s largest digital platforms for mental health with Slack

Kooth is a UK pioneer in online counselling that provides anonymous, accessible mental health support to 5.4 million people via messaging, live chats, forums and articles. As demand surged during COVID (a 33% jump in logins) and the organisation operated fully remotely, Kooth faced the challenge of keeping practitioners, promotion workers, product and marketing teams aligned, maintaining clinical best practices, and running live, high‑volume support forums without compromising safety or speed.

Kooth solved this by centralising collaboration in Slack—using public channels for content calendars and campaign crowdsourcing, dedicated channels and Kyber for moderation and shift handovers, buddying for onboarding, and real‑time threads for clinical support during live forums. The result: faster, more targeted campaigns (reaching over 1 million people monthly on Instagram), reliable 24/7 moderation and shift continuity, stronger practitioner community and knowledge sharing, and the agility to prioritise at‑risk users in real time.

Kooth

Annie Meharg

Chief Commercial Officer