The challenge
Grammarly’s customer support team assists users with complex writing and product-related questions. But finding the right troubleshooting information was a slow, manual process. Answers were scattered across Slack, Confluence, Zendesk, and Google Drive, forcing agents to switch between multiple apps just to track down a single response. This constant back-and-forth led to longer response times and duplicated effort.
The solution
With Glean, Grammarly’s support agents can instantly search across all their tools in one place — no more app-hopping or digging through old messages. Whether they need a past Slack conversation, a troubleshooting guide in Confluence, or a Zendesk ticket, Glean surfaces the most relevant information instantly.
- Everything in one search: Agents quickly find answers from multiple platforms without breaking focus.
- No wasted time: Glean resurfaces relevant Slack discussions and documents that might otherwise get buried.
- Works with existing tools: No need to migrate or duplicate content — Glean keeps Grammarly’s knowledge sources in sync automatically.
The impact
With Glean, Grammarly’s support team spends less time searching and more time helping customers. Agents can confidently provide fast, accurate answers — reducing response times and improving customer satisfaction.
