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The Results
The Results
Triple Whale is the agent-powered intelligence platform built for faster, more confident decisions across your entire brand. Powered by AI agents that sit on top of a fully-managed data warehouse, proprietary identity resolution technology that uncovers rich customer behaviors other platforms miss, and powerful tools for customer acquisition, conversion, and retention, Triple Whale turns complex data into clear guidance for profitable growth. More than 35,000 innovative brands like True Classic, OUAI, and OLIPOP trust Triple Whale to scale more efficiently.
Mash is the knowledge agent platform that helps complex & multi-product revenue teams get the information they need, when & where they need it – take the next actions from creating a feature request to escalating an issue to the internal expert – without even asking. Designed for technical & complex products, Mash’s platform automates answers, getting contextually relevant information, and managing complex organization workflows. They are the foundation for bringing client, technical, product and tribal knowledge to the entire organization.
Prior to using Mash, individuals on the Triple Whale GTM team would try and resolve their technical and product questions by searching across multiple platforms and central knowledge management tools including Guru, Notion, Google Drive, Slack, Jira, internal & external Help Center materials.
This frequently took ~30+ minutes per complex question – and more often than not still required escalating for help from a broad group – engaging other individuals every time. Many new team members resorted to direct messaging tenured teammates or sending questions to large group channels. Both of these situations caused interruption for many of the most tenured, experienced and revenue drivers for the business. Evaluations estimated that it took ~20 minutes per person that was looped in to help find a resolution – with an average of 3+ people being interrupted to provide the next best step.
A large proportion of these issues didn’t have easily discoverable answers in the searched documentation, even though it had been asked & answered before in conversations on Slack, change-logs, launch materials, enablement & marketing materials, commented in Jira tickets or outlined in a document somewhere. The company was launching products so quickly it was physically impossible for anyone to keep track of it all – let alone do that and their full-time job. This is the hallmark of a top-tier fast growing startup.
It was estimated that the technical team, sales engineers + solutions architects team was repeating themselves on an estimated 90%+ of the queries – the answers were in some ways already provided in documentation, tickets, presentations, bug reports, or past conversations.
"I’ve spent 15-20 hours this week responding to questions from the AE team & customers. The majority of these had documentation & already been answered somewhere in Slack."
The Triple Whale team had been using an incumbent knowledge management software system to help them distribute verified knowledge based information as an attempt to solve this problem. They had been using it for >2 years with active efforts to keep it up to date.
The solution was built on “verified knowledge paragraphs”. So the team focused on writing these snippets and verifying what was accurate vs. not for every single launch – rather than Mash’s approach to embrace the messiness of where data & knowledge lives. It required a lot of rework across product suites.
While this helped on some higher level questions, it failed for many of them and many pressing issues. Even basic questions such as “do we an integration with facebook/meta” would fail. The team was dissatisfied with knowledge AI solutions that were available for technical sales teams – and wanted to ensure their customers & prospects got the best service & results possible, because they deserved it.
Triple Whale started working with Mash in January 2025 to help automatically answer questions, provide contextually relevant links to their Account Executives, Account Managers, Sales Engineers, Solutions Architects, Support, Product Marketing and Enablement. These questions previously required a search and active engagement with other software. And eventually would require being managed by their Solutions Architects & Success teams. Mash & Triple Whale worked closely together on the solution.
First the team identified the key types of questions that could be resolved easily with Mash’s platform AI foundation – along with ones that could be extended. These included product features, recent launch details, integration & on-boarding, demo & marketing materials along with bugs & issues affecting customers and the platform.
From there the team evaluated core knowledge sources that should be integrated into the platform with the right security practices – some of which requiring bespoke pipelines & integration work, others already supported by the foundation platform. These included public web documentation, Jira, Notion, Readme, Hubspot, Gsuite documentation.
Privacy & data security is a core requirement for Triple Whale – and was part of the foundation for the solution provided. Mash implemented a technical architecture that went beyond the requirements of SOC2 Type II (currently under audit for full accreditation).
Some of the steps included:
The second quarter of 2025 was a particularly challenging month. The company was growing rapidly and launching a completely redesigned and updated platform for all their customers. It made knowledge dissemination and bugs even trickier.
TripleWhale was already testing Mash experience and validating the bespoke knowledge engine. They decided to start distributing and automating Mash answers to the broader organization.
"The initial results and continued improvement we’ve seen with Mash in ~5 months are leaps beyond what we’ve seen from other solutions over the course of multiple-years. Their AI and technical capabilities are incredible, the secret sauce here is the team behind Mash, responding in real time to meet the ever-evolving needs of the team."
The integration of Mash’s Knowledge AI Agents for Triple Whale led to better knowledge dissemination, saved time for the core team, and better + faster results for internal team members and external prospects + customers. The GTM teams overall effectiveness dramatically increased.
Mash and Triple Whale have an on-going live-support relationship – which includes having bi-weekly meetings to improve the product, open slack channels to get feedback live and improve the deployment to further be best-in-class knowledge engine & AI agents for technical and complex products. The SLA for Mash responses is less than ~3 business hours.
Mash and Triple Whale are continuing to work close together and broadening their relationships as they further deploy their product across the GTM organization – and extending the product feature set.
"Most responsive partner team I have had the pleasure of working with, they aren't trying to sell me on various things. They want to understand my pain and build the solution and value around that."