Challenge
Gather ran support over email. Threads were hard to follow, technical context was often missing, and users working in the field did not always have the time or signal to send detailed diagnostic information.
Solution
Gather moved to an AI-first support system in Gleap: live chat, AI support, a central knowledge base, environmental data and a JIRA integration in one workflow. The support team answers common questions faster and passes technical issues to engineering with the context needed to investigate. Within a few weeks, the setup was fully functional.
Result
- Response times dropped from around 30 minutes to about five minutes.
- AI deflection improved from 20 percent to roughly 30 to 35 percent.
- The team saves several hours each week by letting Gleap handle simple support requests.
