How Loom turns customer support into a driver of business growth with Atlassian Customer Service Management
Loom resolved over 80% of support inquiries with AI and reduced the likelihood of churn by 11% – transforming support into a growth driver.
Challenge: Loom needed to scale support for millions of users without adding headcount, while reducing tickets and improving customer experience.
Solution: Loom adopted Atlassian Customer Service Management (CSM) and embedded AI-powered, in-product support to move beyond ticket-based workflows.
Impact: Loom transformed support into an AI-powered engine that reduces escalations, increases product engagement, and improves customer loyalty — turning support into a driver of customer value, not just a cost center.
