Case Study: Getgems scales Web3 customer support with Mava

Getgems.io improves response times across Discord and Telegram with Mava

Getgems.io, a leading NFT marketplace on the TON blockchain, faced the challenge of scaling its Web3 customer support. The team struggled with high volumes of questions from creators and buyers across Discord and Telegram, time-sensitive issues during NFT drops, and the need for fast response times without the ability to scale headcount. They chose the vendor Mava to address these challenges with a purpose-built support platform.

By implementing Mava's solution, Getgems.io centralized its Discord and Telegram support into a single inbox and utilized AI-powered automation for frequently asked questions. This allowed the team to maintain fast response times during high-traffic events and scale its support without adding operational complexity. The results included improved response times, maintained trust during NFT drops, and the ability to turn community feedback into actionable product improvements, directly impacting marketplace adoption and growth.

Getgems.io