Case Study: 100ms achieves scalable, high-touch customer support with DevRev

100ms delivers differentiated customer support through a unified channel

100ms, a live-video infrastructure SaaS company, was struggling to manage over 300 Slack Connect channels with its customers. The inability to distinguish urgent outages from general design discussions created a significant challenge for their support team, risking missed critical issues. They turned to vendor DevRev and its platform to bring order to this chaos.

DevRev's solution, Computer, used AI to automatically prioritize critical customer issues and cluster similar conversations. This provided 100ms with clear visibility into every interaction, allowing their small support team to scale effortlessly across hundreds of customers. The result was the maintenance of a high-touch, personalized support system that the company cites as its key competitive advantage.

100ms

Kshitij Gupta

Chief Executive Officer and Co-founder