Case Study: thirdweb cuts support resolution time by 90% with Unthread

thirdweb Makes Web3 Easy for Developers

thirdweb, a provider of a full-stack platform for over 70,000 web3 developers, faced the challenge of managing timely and efficient customer support across numerous disparate platforms including Discord, Telegram, and email. Their large and diverse user base required a solution to consolidate inquiries and maintain a personal touch while improving response and resolution times. They partnered with Unthread to address this customer success challenge.

By implementing Unthread, thirdweb created a unified inbox to manage all customer questions from a single place. The solution included a custom support portal integrated with Unthread’s API and featured automatic escalation procedures to ensure prompt responses. This allowed thirdweb to dramatically improve its performance, achieving a median response time of one minute and slashing its median resolution time from 68 hours down to just one hour.

thirdweb

Atif Khan

VP of Business