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Statsig

Statsig rolled out Scout’s Slack bot, nicknamed Statbot, in its public and customer Slack channels. Statbot now answers about 20 percent of support questions instantly, giving users help in seconds and freeing support staff for deeper issues. In the same week, Statsig launched AskSE, an internal question-and-answer tool built on the same knowledge base. Sales, customer success, and solutions engineering can now look up integration steps, security details, and best practices on their own, saving the company more than 100 staff hours every week. The result is faster support, quicker sales cycles, and a service model that grows without extra headcount.

The Challenge: Scaling with Hyper Growth

Growth brought two pressure points. First, the #support channel and several private Slack Connect rooms filled with thousands of questions each week. A lean support team could not keep pace without risking slower replies or costly hiring. Second, go-to-market staff needed technical information during sales calls and renewals but often waited hours for an engineer to respond. That delay stretched deal cycles and pulled specialists away from core product work. Statsig wanted a single, reliable source of truth that both customers and colleagues could use without queuing for human help.

Partnering with Scout

Statsig chose Scout for its direct Slack integration and rapid setup. The team connected product documentation, GitHub threads, and past support chats.

Statbot appeared first in the public Slack. Users ask natural questions such as “How do I gate a feature for beta users?” and receive step-by-step instructions within seconds. When Statbot is not sure, it tags a human agent rather than guessing, so accuracy stays high.

AskSE followed for internal use. Any employee can type “Does Statsig store data in the EU?” or “Where is the Java SDK example for experiments?” into Slack and get a precise, cited answer. There is no separate portal to learn and no need to ping engineering.

Both tools went live in less than a week, required no code changes to the core product, and are maintained by a small solutions engineering group that updates the knowledge source when new features ship.

Transforming GTM with Scout

  • Twenty percent of external questions now resolved by Statbot. Customers receive immediate help at any hour, and support agents focus on less repetitive tasks such as debugging edge cases and writing new guides.
  • More than 100 staff hours saved every week. Sales and success teams answer most technical queries on their own, shortening follow-up loops from days to minutes and removing a common blocker to closing deals.
  • Consistent information across teams and channels. Statbot and AskSE pull from the same vetted documents, so messages to prospects, paying customers, and community users match the official guidance. Trust in the content improved, and duplicate answers disappeared.
  • Scalable service without extra hiring. As the user base grows, Statbot and AskSE field more requests automatically. Support volume can rise several times over before the company needs to consider new headcount.

Scout gave Statsig a clear, practical path to faster responses and a lighter load on specialists. Customers gain speed, employees recover valuable hours, and the organisation keeps its high bar for accuracy while growing at pace.