AI
Voltage Park
Support channels
Voltage Park is on a mission to make AI infrastructure accessible to everyone. Their platform provides AI startups with the compute power needed to train models and run inference at scale. As their customer base grew, efficient and responsive support became a critical priority to match the technical demands of their users.
The challenge: fragmented support and slow response times
Voltage Park initially relied on Freshdesk, but as their support needs evolved, the platform failed to keep pace. The biggest issue? Their customers lived in Slack, but Freshdesk didn’t. This led to a fragmented support experience, forcing the team to juggle between Slack and email without a clear workflow to track or prioritize incoming requests.
Beyond channel fragmentation, Freshdesk forced the team into rigid workflows that didn’t align with how they wanted to operate. Melissa Du, Director of Operations, explained, “With Freshdesk, we had to change our workflows to fit the tool, rather than the other way around.” As Voltage Park scaled, they needed a support platform that could adapt to their team—not the other way around.
Why Plain?
Voltage Park conducted an extensive evaluation of Plain, Pylon, and Zendesk, ultimately choosing Plain for its API-first approach and deep Slack integration. Spencer, Voltage Park’s Technical Support Manager, highlighted:
“Ultimately, the most important thing was meeting our customers where they were. 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.”
Unlike legacy ticketing systems, Plain gave Voltage Park full control over how they structured support, allowing them to streamline Slack conversations, track first response time (FRT) effectively, and ensure customers received fast, high-quality responses.
Melissa emphasized, “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.”
Scaling Slack support and improving first response time
With Plain, Slack and email support are now fully integrated, meaning customer requests are managed from one central inbox. This has significantly improved response times, reducing delays caused by switching between tools.
Key improvements include:
Faster first response time (FRT): The team can now measure response speed accurately across both Slack and email, ensuring critical issues are handled immediately. The team reduced their FRT from north of an hour, to just 3 minutes with Plain.
Better internal collaboration: Plain’s Linear integration enables support agents to seamlessly escalate feature requests and bug reports to engineering, reducing feedback loops and prioritizing what matters most.
More visibility across teams: Saved views and tagging allow the team to categorize incoming requests, ensuring no message gets lost and that customer issues are resolved faster.
What started as a solution to streamline Slack support has now grown into a company-wide support system that other teams within Voltage Park have adopted. Spencer noted, “We’ve scaled our use of Plain beyond what we originally thought. It’s now a broader platform for different parts of the organization.”
Key Results
Since switching to Plain, Voltage Park has achieved:
A fully unified support system: By consolidating Slack and email into a single platform, the team eliminated fragmentation and streamlined response management.
Significant improvements in response times: Measuring and improving first response time (FRT) has helped Voltage Park deliver faster support to customers, ensuring they receive help exactly when they need it.
Efficient feature request tracking: The Linear integration has optimized how feedback is logged and acted on, reducing manual tracking and improving product team alignment.
A support platform that scales with them: Instead of being forced into rigid workflows, Plain’s flexibility has allowed Voltage Park to scale support without adding unnecessary complexity.
What’s Next for Voltage Park’s support team?
Looking ahead, Voltage Park is planning to implement 24/5 support, ensuring faster response times for global customers across time zones. The team is also exploring automation and playbooks to scale efficiency without significantly increasing headcount.
Additionally, Voltage Park is evaluating Plain’s newly released live chat feature to expand real-time support and provide even faster first responses for high-priority customers.
With Plain at the core of their support operations, Voltage Park is well-positioned to scale without compromising response times, efficiency, or customer experience.