Customer support · Production

Grammarly's support team finds answers faster with Glean

The problem

Grammarly's customer support team had to manually search across Slack, Confluence, Zendesk, and Google Drive to find troubleshooting information, leading to longer response times and duplicated effort.

Workflow diagram · grounded in source
1
Agent needs troubleshooting info
trigger
“Grammarly's customer support team assists users with complex writing and product-related questions. But finding the right troubleshooting information was a slow, manual process.”
2
Glean searches all tools
ai_action
“Whether they need a past Slack conversation, a troubleshooting guide in Confluence, or a Zendesk ticket, Glean surfaces the most relevant information instantly.”
3
Agent answers customer
output
“Agents can confidently provide fast, accurate answers — reducing response times and improving customer satisfaction.”
Reported outcome

With Glean, Grammarly's support team spends less time searching and more time helping customers, with agents providing fast, accurate answers that reduce response times and improve customer satisfaction.

Reported metrics
Time spent searchingless time searching and more time helping customers
Response timesreducing response times
Customer satisfactionimproving customer satisfaction
Reported stack
GleanSlackConfluenceZendeskGoogle Drive
Source
https://www.glean.com/resources/customer-stories/grammarly
Read source ↗

Frequently asked questions

What did this team achieve with this AI workflow?

With Glean, Grammarly's support team spends less time searching and more time helping customers, with agents providing fast, accurate answers that reduce response times and improve customer satisfaction.

What tools did this team use?

Glean, Slack, Confluence, Zendesk, Google Drive.

What results were reported?

Time spent searching: less time searching and more time helping customers; Response times: reducing response times; Customer satisfaction: improving customer satisfaction (source-reported, not independently verified).

How is this customer support AI workflow structured?

Agent needs troubleshooting info → Glean searches all tools → Agent answers customer.

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