Voltage Park is on a mission to make AI infrastructure accessible to everyone. They provide AI startups with the compute power needed for the training of their models, and the running of their inference once they have a live product. The team at Voltage Park is dedicated to delivering really efficient customer support to match the technical demands of their clients.

Voltage Park previously relied on Freshdesk for customer support. The main issue their team experienced with Freshdesk was that it didn’t meet their customers where they were – namely Slack. As Voltage Park’s support needs scaled, their support became increasingly bifurcated between Slack and email. Additionally, the team needed a tool that could adapt to their own workflows – “With Freshdesk, we had to change our workflows to fit the tool, rather than the other way around” said Melissa. 

Evaluating Plain

Voltage Park’s team chose Plain after an extensive evaluation, including comparisons with Pylon and Zendesk. Spencer, Voltage Park’s Technical Support Manager, shared that Plain’s API-first approach, combined with the ability to consolidate channels like Slack and email into a cohesive support workflow were key deciding factors.

“Ultimately, the most important thing was meeting our customers where they were,” says Spencer. “Plain let us do that effectively, and the API-first nature meant we could adapt the tool to our needs, not change our workflows to suit the tool.”

“We chose Plain because of the team's willingness to listen, iterate, and build features that aligned with our needs,” said Spencer. “That level of support and engagement made a big difference compared to other tools we were considering.”

Melissa Du, Director of Operations, added, “We didn’t want to adapt our workflows to a legacy tool. Plain’s flexibility and API capabilities allowed us to build a support system that fit our exact use cases.”

Channel integration and customer feedback management 

With Plain, Voltage Park consolidated their support channels into one platform, allowing their team to respond to customer requests from Slack and email seamlessly. They also leveraged our Linear integration to streamline product feedback loops.

Now, when a customer requests a feature or reports an issue, agents can quickly link that feedback to a Linear issue, providing visibility and prioritization for the product team. This setup has helped Voltage Park reduce response times and improve internal collaboration, keeping customer support informed and agile.

Scaling support with Plain 

Voltage Park’s customer support has evolved beyond their initial use of Plain. What began as a tool for consolidating Slack communication has grown into a comprehensive ticketing platform that other teams within the company have also adopted. “We’ve scaled our use of Plain beyond what we originally thought. It’s now a broader platform for different parts of the organization,” Spencer said.

Key results:

Since switching to Plain, Voltage Park has seen several benefits:

• Consolidated Communication: By bringing Slack and email into one platform, the team reduced the fragmentation that had been slowing them down.

• Efficient Feature Requests: Our Linear integration enabled a streamlined feedback process, allowing the team to track and prioritize requests based on customer needs.

• Responsive Support from Plain: Direct access to the Plain team has ensured that Voltage Park’s evolving requirements are always met, with new features shipped weekly.

What’s next for support at Voltage Park?

Looking ahead, Voltage Park is planning to scale its support operations further. They’re planning to implement 24/5 support, ensuring quicker response times for global customers. 

They also aim to expand to use more automation and introduce more playbooks to enhance the efficiency of their team, without needing to grow the support team significantly. Additionally, Voltage Park is exploring our newly released live chat feature to expand their real-time support options.