Uscreen powers video creators worldwide, and Super helped them reduce questions and tools.

Their internal knowledge was scattered across disconnected systems, creating constant interruptions for technical teams. We sat down with Mark Weisberg, Senior Manager of Technical Services, to understand the impact.

"All of our information was scattered in silos across the company. Subject matter experts were spending half their day answering questions instead of working."

Teams needed answers from multiple tools. Intercom for support. GitHub for development. Linear for project management. Various documentation systems. The breaking point came when key personnel couldn't focus on platform stability and feature development.

After trying Guru, Fin, and DIY - they found Super

Uscreen had tried knowledge management before. They used Guru but abandoned it after a year due to complex verification requirements.

"Every day I'd have hundreds of notifications for things I didn't have time to do. Nobody was updating it anymore."

They migrated to Intercom's knowledge features. They beta tested Copilot. While useful for support teams, pricing made company-wide deployment impractical. Limited seats meant most employees couldn't access information.

When Jaimie, their Chief of Staff, suggested revisiting Slite, they discovered Super. The timing was perfect.

"Our CTO Nick was building a Slack bot at night that connected to Google Drive and our help center. Super was what Nick was trying to build, but already done and on steroids."

Impact

97%+ CSAT while decreasing total handling time

The Super button in Intercom transformed customer support operations. The extension reads conversations. It provides contextual responses using relevant knowledge sources.

Mark created a specialized assistant for their white-labeled end-user support. This service helps customers who don't know about Uscreen's backend systems. The assistant only uses appropriate resources. It formats responses perfectly for white-label scenarios.

Quality improvements were immediate and measurable.

"I used to pay for a quality assurance tool specifically for support - I canceled it because there was no longer a need."

Support agents now receive well-written templates with clear instructions. This matters especially since English is a second language for many team members. Their CSAT remains at 97-98% while total handle times decreased.

Customer-facing teams get instant expertise

Success managers and onboarding specialists became Super's heaviest users. They handle complex customer questions without escalating to support teams.

"Anyone who interacts with customers uses Super because they get weird questions and don't want to just say 'ask support.' These teams can now break down technical information for customers."

Repetitive questions on Slack dropped significantly. But the channels still flow with messages - just more thoughtful ones:

We really do still talk to each other in Slack, but we are more optimized to be having impactful conversations instead of asking questions where answers already exist and are well-documented.

Automated guide creation

Mark built an internal guide assistant that eliminates manual documentation work. He inputs basic information about new features. He receives comprehensive guides in seconds.

"In 30 seconds I can create a guide for any new feature."

The assistant creates structured content. Technical details, customer value, team ownership, and common issues. This replaced their need for dedicated knowledge management staff. These guides feed back into Super's knowledge base. They create better answers for future questions.

Advanced workflows are already developing. Product managers use Zapier to route feature suggestions from their custom system into Google Sheets, then Slite documents. This enables Super to answer strategic questions about feature request patterns and trending topics.

What's next for Uscreen

Mark's wishlist keeps growing. Voice interaction tops the list.

"If you're typing all day in support, being able to quickly ask Super something verbally would be helpful."

But they're not waiting around. Product managers built a clever Zapier workflow. It funnels feature suggestions from their custom system into Google Sheets. Then into Slite.

Now Super answers strategic questions. "How often do customers request dark mode?" "What's trending in feature requests this quarter?"

From scattered knowledge chaos to AI that actually works.

That's Uscreen's story.

Time to ditch the knowledge treasure hunt

Someone asks a question in Slack. Three people spend 20 minutes digging through Drive folders.

Sound familiar?

Uscreen felt that same pain. Until Super connected their scattered tools into one reliable source. No migration headaches. No lengthy training sessions. Just plug in your existing tools. If you'd like to see it for yourself, book a demo.