100ms delivers differentiated customer support through a unified channel

The Company

100ms is a live-video infrastructure and API-first company that enables developers to build and deploy enterprise-class video applications in hours, instead of months.

Kshitij Gupta, co-founder, and CEO, has spent more than fifteen years as a video engineer, and after building the world’s largest live-streaming platform at Disney+ Hotstar, he and his colleagues set out to start 100ms.

Their mission is to bring real-life interactions to the virtual world seamlessly. The company was founded in 2020 when the world became increasingly remote-first, and the need for an infrastructure provider that enabled high- quality video experiences became undeniable.

The Challenge

Providing exceptional customer support means connecting with your customers wherever they are, in real-time. As companies scale, it becomes increasingly difficult to provide the same high standard of service to a growing number of customers — without breaking the bank. In today’s crowded marketplace where it’s possible to get a SaaS company up and running in less than a day, every business has more competition than ever. Making every customer interaction count is what sets companies apart.

100ms has experienced tremendous growth as the demand for live video experiences continues to rise. Its growing customer base of mostly developers prefers swift, real-time communication and support, and the company quickly found itself with over 300 Slack Connect channels. It wasn’t long before this became an issue. Gupta explains, “The biggest problem was interacting with our customers and really understanding the urgency of every conversation. We had over 300 Slack Connect channels for our users. The conversations could go from design discussions to finding bugs to architecture, and there was no way to delineate these conversations from ones where a customer is saying, ‘I’m having an outage right now. I need urgent help”.

Managing and prioritizing customer conversations and requests in Slack was a massive challenge, and the stress of missing something critical in all the noise was keeping the team up at night. They needed a solution that could help them stay on top of thousands of Slack threads in order to maintain the high standard of support their customers had grown to expect. Without the ability to track, measure, and effectively search, valuable customer feedback was lost in the clamor.