customer_support · saas · workflow
Grammarly's support team finds answers faster with Glean
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.
How it works
Common implementation structure
How this type of workflow is generally built, generalized across documented cases — not tied to any one vendor's stack. Click any stage to read what happens there. Specific products that implement these stages appear in “Tools commonly seen” below.
Stage 1 · Agent needs troubleshooting info
A customer support agent must find troubleshooting information to assist a user with a complex writing or product question.
Tools used
Glean
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.
Results
Time savedless time searching and more time helping customers
Grounding & classification
Source type: vendor customer story
20 fields verified against source quotes.
agent assistenterprise searchknowledge searchchat transcriptknowledge basesupport ticketnamed customertools describedvendor confirmedworkflow describedsoftwarecustomer satisfactionemployee productivityresponse time reductionvendor customer storycustomer support