GrammarlyがZapierでマーケティングとサポートを横断して運用を拡張する方法
"With engineering, it’s always ‘what sprint will this be a part of?’ With Zapier, I can just block off an hour and figure it out myself."
Marketing ops: Streamlining lead gen and ensuring privacy compliance
挑戦
Grammarly’s marketing team needed a reliable way to sync leads from platforms like LinkedIn and handle email opt-out requests at scale. Syncing data was manual and error-prone, and opt-outs required tedious work, slowing campaigns and putting customer trust at risk.
ソリューション
Using Zapier, the team automated lead routing, enriching data and managing sync limits with features like time delays and queues. They also built a Zap to detect and process email opt-out requests automatically.
業績
With automation in place, Grammarly’s marketing team cut lead sync errors by 87% and improved plan efficiency by 31%. Campaigns launched faster, lead data flowed reliably, and sales could act on high-quality leads without delay.
Support ops: Saving hours and escalating issues with confidence
挑戦
Grammarly’s small support team was losing hours to manual processes. Agents had to copy-paste data between tools, log dev escalations by hand, and chase updates across systems—slowing resolution times and pulling focus from customer care.
ソリューション
Multiple Zaps now streamline repetitive workflows and connect teams. Support agents can tag conversations in Intercom to instantly log key details, trigger dev escalations, and notify engineering—no manual steps required.
業績
Each support agent now saves an hour a day, reclaiming six hours of daily productivity across the team. Dev escalations are handled instantly, and faster resolutions have helped Grammarly maintain over 90% CSAT.
“We’ve been able to scale our operations while staying lean. Zapier lets us do more without needing more people.”
Support Operations Lead at Grammarly
