Case Study: Elastic gives support engineers hours back with Stack Overflow

Elastic gives employees hours back each day with Stack Overflow

Elastic, a search company, faced challenges in efficiently sharing and scaling internal knowledge for its paid enterprise products like Elastic Cloud Enterprise. Their traditional support methods, including GitHub, Confluence, and Salesforce, were difficult to search and lacked a way to identify the best solutions, causing repetitive questions and lost productivity. This led them to seek a solution from vendor Stack Overflow.

The solution implemented was Stack Overflow for Teams. This provided a persistent, asynchronous platform where support engineers could ask questions, vote on answers, and easily find curated solutions. This streamlined the support-to-engineering pipeline, saving employees hours per day. For Elastic, the vendor Stack Overflow also created a valuable feedback loop, as the data helped shape the product roadmap.

Elastic