Dynamic serves a diverse range of customers, from early-stage startups to the largest players in crypto, as well as non-Web3 companies exploring the space. As a result, support is highly technical and always on. Unlike traditional SaaS companies, where support is often handled via email or ticketing systems, Dynamic’s customers communicate primarily through Slack.

Jay Parisi, Head of Solutions Architecture at Dynamic, explained, “Crypto moves fast, and our customers expect real-time conversations, not email threads. We needed a way to stay organized while keeping support as human and high-touch as possible.”

Before adopting Plain, Dynamic faced challenges in:

• Managing a growing number of inbound requests across multiple Slack workspaces.

• Tracking product feedback and feature requests without disrupting their engineering roadmap.

• Ensuring continuity as conversations moved from pre-sales to onboarding to long-term support.

Why Plain?

Dynamic knew they needed a platform to organize their customer conversations, track issues efficiently, and bridge the gap between support and product development. After briefly considering other modern support platforms, the team chose Plain for its flexibility, responsiveness, and alignment with how Dynamic works.

Jay shared, “We had to move fast. Plain was doing the job well, and the team just got it. There was no point in wasting time evaluating other platforms.”

Key reasons Dynamic chose Plain:

• A Slack-native approach – Allowed them to keep their real-time customer interactions while adding structure and visibility.

• Clear tracking of support volume and ownership – Made it easy to see what issues were outstanding and who was handling them.

• Seamless Linear integration – Enabled Dynamic to funnel feature requests and bug reports directly into their product team’s workflow.

The solution

Since adopting Plain, Dynamic has been able to streamline their customer engagement while maintaining the personal touch their customers expect. Key improvements include:

1. Organized inbound requests – Instead of chaotic Slack threads, Dynamic now uses saved views in Plain to track open tickets, urgent issues, and ongoing product conversations.

2. Daily support tracker alerts – Automatically pushed into Slack, keeping the team informed of outstanding requests and ensuring nothing slips through the cracks.

3. Tighter integration with product development – Customer requests in Plain are tagged, aggregated, and reviewed weekly in Linear, helping the team make more informed product decisions.

4. Better resource allocation – The team has become more deliberate about which customers receive high-touch support, improving focus and efficiency.

Jay emphasized, “Before Plain, our Slack was just a flood of messages. Now, we have clear visibility into what needs attention and a structured way to track and resolve issues.”

The impact

Since adopting Plain, Dynamic has built a more structured, scalable approach to customer support:

• Clearer workflows – Support requests are now organized and visible to the entire team, improving response times and reducing dropped conversations.

• More efficient product feedback management – The Linear integration ensures that feature requests and bug reports are tracked and acted on, rather than getting lost in Slack threads.

• Stronger collaboration – With a mix of dedicated support staff, engineers, and leadership involved in customer conversations, Plain makes it easier for everyone to stay aligned.

• More strategic support scaling – Dynamic is now planning to introduce a support portal, ensuring customers get the help they need while allowing the team to focus on high-value interactions.

Jay summed it up: “We’re growing fast, and Plain is helping us scale without sacrificing the quality of support our customers expect.”

Looking ahead

As Dynamic continues to expand, they’re looking to introduce a dedicated support portal powered by Plain. This will allow them to better serve customers who don’t require hands-on support while keeping high-touch service for their most valuable accounts.

With Plain as the foundation of their support operations, Dynamic is confident they can continue to grow without losing the personal, real-time approach that sets them apart.