Challenge
Commonplace helps real estate developers and local governments consult with communities. Its platform has supported more than 3,000 consultations and reached a significant share of the UK population, so support quality and feedback visibility are critical.
Feedback and support signals were split across Slack, JIRA and other tools. Product, commercial and support teams had no shared view of user needs. Commonplace needed a simpler system that could serve B2B customers, end users and internal teams without adding unnecessary complexity.
Solution
Gleap became the central place for bug reports, feature requests, first-line support with Kai Support, knowledge base articles, custom work boards, roadmap communication, and integrations with JIRA and HubSpot.
Result
The impact showed up quickly:
- More than half of support requests are resolved through self-service.
- Kai Support handles roughly 50 to 60 percent of inbound cases that would otherwise reach the team.
- 90 percent of tickets are resolved in two or fewer replies.
