Bigeye is the data observability platform that helps teams measure, improve, and communicate data quality clearly at any scale. Founded in 2019, it is a growing company based out of San Francisco, CA.https://www.bigeye.com/
San Francisco, CA
To solve the problems detailed above, Bigeye tried using another Slack-based support tool. But the team faced challenges in adopting it into their workflow. After evaluating alternatives, Bigeye landed on ClearFeed.
ClearFeed converted requests across multiple Slack channels into a single queue on a triage channel.
Every customer request had an assignee (a customer success rep was auto-assigned based on the rep who responded to the request). The status of the request was updated which drove shared understanding within the team about ownership and current status.
Team members could set up SLA breach workflows if they missed responding to requests and measure service metrics like First Response Time (FRT) and Closure Time by each customer channel.
Easy to set up and a very low learning curve on the tool.
These are the changes Bigeye experienced in their business after using ClearFeed -
Reduced first response time: Prior to ClearFeed, each customer success rep was monitoring 10+ Slack channels. With ClearFeed, every rep had to monitor only one triage channel to check on new customer messages. Further, using ClearFeed, team reminders were set up in case customer requests were not responded to within a defined timeline. This feature significantly reduced the response time, providing an immediate ROI on the investment in ClearFeed.
Ensure all customer requests are resolved: With ClearFeed, Customer success reps simply had to check the triage channel to find unresolved requests. It saved time that would otherwise be spent searching through Slack for unresolved requests. Also, Bigeye utilized the notification feature on ClearFeed. Two separate notifications with different SLAs for the same request were set up. These notifications were directed to the escalation team to ensure all requests were handled in a timely manner.
Measure and scale: Using detailed analytics on ClearFeed, Bigeye generated service level metrics like first response time for every customer. This reports gave Bigeye the confidence to scale Slack as a channel of support without compromising customer experience.
Customer engagement: Using the announcement feature, Bigeye shared release notes and marketing event details with the customers. This saved time that would otherwise be spent manually reaching out to each customer individually. It also increased customer engagement as Bigeye could connect with the customers on a channel they actively used.
"More metrics, more info is always appreciated"
When Bigeye was evaluating the communication platforms to support customers, Slack was the choice as that’s where the enterprise customers are. With ClearFeed, Barrett and her team at Bigeye can reach out to their customers on their preferred medium of communication without having to request their customers to move to any other platform.