Challenge
Partfox connects buyers and manufacturers in the CNC industry. The team wanted to support users, build a strong help center, collect feedback and add onboarding experiences, but its previous customer communication platform made every new feature, seat and survey feel like another budget decision.
The tipping point was user research. A survey meant for thousands of active users had to be capped at 200 responses to avoid additional costs, and only 20 people replied. Partfox needed a support and engagement platform that let the team experiment without worrying about hidden fees.
Solution
Gleap gave Partfox live chat, AI support, bug reporting, feature requests, product tours, checklists and surveys in one place. Within 10 days, the team had Gleap fully integrated with custom data and could include more people without buying extra seats.
Result
The result is a more flexible user engagement motion:
- Partfox collects feedback with less friction.
- AI and private help center content answer common questions.
- The team can run onboarding experiments without the financial constraints that slowed it down before.
See how AI customer support for SaaS works in Gleap.
