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
SAAS
In order to be personal and prompt for their enterprise customers, Bigeye set up a primary support channel in Slack. The goal: ensure all customer requests initiated across multiple Slack channels were quickly responded to and resolved.
Because of ClearFeed, Bigeye’s customer success reps only  had to monitor one triage channel to check on new requests. This division of responsibility reduced response times, ensured prompt answers, and eliminated the possibility of unresolved requests and directed escalations. ClearFeed’s detailed analytics made Bigeye’s customer support strategy easy to measure and scale. Releasing notes and marketing event details with the announcement feature saved several manhours, and increased customer engagement.
Bigeye is a data reliability engineering platform that assists businesses in improving the quality of data by measuring, improving and communicating the quality of data. Its easy integration into any data stack - be it databases, APIs, SaaS or private Cloud makes it a preferred choice of data-driven companies. The leadership team took a strategic call to keep customer communication warm and personalized by serving their enterprise customers where they are - on Slack.
In charge of this customer communication is Barrett Summerlin - Chief of Staff at Bigeye. Barrett has a heavy Customer Success and Operations background spanning over 15 years. Having used ticketing tools such as Zendesk, Intercom, etc., she places high value on having free-flowing warm and personalized conversations with customers.
Bigeye leaders wanted to keep customer communication warm and personalized by serving their enterprise customers where they already are - on Slack. However, things started to break as they were scaling Slack operations, adding more customer success reps. Wanting a very tight mechanism to ensure that no customer requests slipped through the cracks, Bigeye sought a tool for scaling support on Slack.
As customer success reps juggled between multiple Slack channels and customers, some messages tended to go unnoticed. Also, in case of the agent being away from the desk or on vacation, ignored customer requests and potential customer frustration posed a great risk.
Bigeye needed to deploy a tool that would alert the concerned team member to customer requests that went unnoticed for longer-than-normal time periods.
Additionally, while Slack is great for instant communication, the team found it difficult to return to customer requests that weren’t instantly resolvable. Requests and issues lacked the structure of a queue, with clear assignees and statuses.
Bigeye wanted to track service metrics that would assist in standardizing a workflow for exceptional customer support and experience.
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.
