Why we love Axiom

Axiom envisions a world where every company can collect any piece of time-stamped data they’ve ever produced, irrespective of scale or complexity. Having built their data store from the ground up for exactly this use case, Axiom enables teams to collect, report, monitor, and alert on any event data. 

Their architecture allows customers to collect data that would be too expensive to collect elsewhere, while still guaranteeing better performance to run queries and make sense of the data. 

With a large community of customers spanning every segment from individual developers and early stage founders toFortune 500 companies, Axiom needed to ensure stable, efficient and responsive customer support. 

How the Axiom team works

Support questions are primarily answered by a Developer Relations Engineer and dedicated Solutions Engineers, with the rest of the team jumping in to answer specific questions related to their area of expertise when needed. Support is overseen by Dominic Chapman, Head of Product.

Customers can ask questions through multiple channels: 

• Email for traditional support questions from existing and new customers.

• In-app form  to receive structured questions from customers when they’re using Axiom. 

• Discord hosts a thriving community where Axiom users come to receive support and learn from one another. 

• X, primarily to respond to public feedback from customers.

“We are fielding questions and providing answers that I don’t believe our customers would have bothered to send us previously. The primitives of Plain’s in-app form helped us to build a new touchpoint with our customers and that is really the north star for customer success.” 

How Axiom uses Plain

Before switching to Plain, Axiom was using Front. As volume increased, customer questions lived in multiple places and started to fall through the cracks, leading to unreliable responses and delays in resolution. Needing a more efficient and collaborative tool, Axiom decided to switch to Plain.

It's all in the details

Axiom makes use of several of Plain’s features, including the Linear and Slack integrations, customer cards, and the in-app form. The in-app form is Axiom’s latest channel, which they added using Plain’s open-source contact form after making the switch. 

For Dominic and the rest of the support team,  the smaller details in Plain have made all the difference in efficiency. 

“It’s the consideration of details in Plain that shows the ability to snooze a customer’s question, the way a thread resurfaces when a Linear ticket is marked as ‘Done’, and the keyboard shortcuts that move you through the queue faster. It’s hard to emphasize how many hours this saves but you immediately feel it as a user.” 

Data taxonomy that matches the product

Axiom has invested heavily in Plain’s customer cards, which allow them to show context about each customer they are helping in real time – including account details, plan status, and previous support questions. 

The data helps the team to prioritize responses effectively and minimizes context switching, especially as the data in Plain matches the way it’s stored in Axiom’s systems one-to-one.

“Through Plain’s API-driven approach, we can hook our own customer data into Plain and it feels Axiom-like - we see the exact same terminology and language that we would expect in our own product.”

Flawlessly integrated with Slack

As the team uses Slack primarily for internal communications, Plain's Slack notifications have enabled the entire team to manage customer conversations directly within Slack, improving visibility and collaboration across the team.

“Plain’s Slack integration especially feels very natural. For us, that’s critical because I’m starting my day in Slack, and Plain meets me there and works effectively right away.” 

Growing with Plain

Since implementing Plain, Axiom has seen significant improvements in its support operations: faster response times, increased collaboration among team members, and higher customer satisfaction. 

Looking ahead, Axiom is focused on finding even more opportunities to deepen customer success by collecting structured customer satisfaction data and using the information to improve support responses and provide feedback to product teams. 

We’re so excited to partner with Axiom’s team as they continue their rapid growth and continue to build out their customer success and support practices. Learn more about Axiom here.