Success Story
Berachain is a Layer 1 blockchain fully compatible with the Ethereum Virtual Machine (EVM), introducing a unique Proof of Liquidity (PoL) consensus model that integrates network security directly with protocol-level liquidity.
Signup date
User count
Website
The challenge
How were you managing your user questions before?
Before using Pluno, our server mainly relied on a small team of moderators and volunteer “Bera Helpers” (god bless them) to answer user queries, gather feedback, and assist with support.
What challenges did you face when it came to engaging and supporting your audience in the past?
During our testnet phase, our Discord was FLOODED with tens of thousands of messages daily, much of it an unholy amount of shitposting and spam. It was pure chaos with an extremely high signal to noise ratio. This made it challenging for users and team members to engage in meaningful conversation and to ask/answer questions and provide support.
Berachain employs novel tech and tokenomics (Proof of Liquidity or PoL) that require a certain degree of experience or education to grasp. This led to a flood of questions from users; From basic FAQs by beginners to advanced queries from devs and builders interested in the chain.
Solution
How long did it take you to get started with Pluno?
It only took me around an hour to get everything set up initially and then another few days to dial everything in properly.
How did adding Pluno help solve those problems with your users?
Pluno does surprisingly well at filtering through the noise. It will sit patiently through hours of shitposting and when a user shows up with an issue or a question, it will appear from the shadows with actionable, helpful, and accurate info.
We also use Pluno’s analytics dashboard to see the most commonly asked questions and issues users are flagging on a weekly and monthly basis to get an overview of important and common topics that show up in our chats.
How was Pluno better than other tools you had tried before?
I’ve tried a number of products with similar features, but none really come close in terms of response accuracy. I can rest well at night and not have to worry about the bot hallucinating or gaslighting people while I sleep.
It’s easy to fine-tune or customize responses directly in Discord along with adding things to Pluno’s FAQ knowledge base. If I see someone ask something new, I can add the question/ proper response to Pluno’s database in less than a minute.
How much time are you saving now?
Just looking at the AI response function, I estimate Pluno saves a minimum of 30-40 minutes a day on a very slow day, assuming each question could be answered in 2-3 minutes by our support staff.
Aside from time, it saves us the trouble of having to answer the same questions over and over again, which is nice.
Results
50%
deflection rate
65%
👍 upvote ratio.
∼200+
bot responses per month.
"The few times I’ve had to contact Pluno support, they went above and beyond to address any issues or questions I had…truly. They are pros."
Feedback
How was the bot-answering experience for your users?
Pluno always responds to users who run into basic technical issues related to wallet apps or their browser. People are presented with simple, quick fixes that address the vast majority of their issues almost every single time and they're happy to get a fix instantly instead of having to search online or wait for a mod to respond.
There's a lot to engage with on Berachain, from using Proof of Liquidity to earn BGT to DeFi, BetFi, Gaming, RWAs, etc. New users sometimes have no idea where to begin. Between Pluno training on our docs and public chats, it’s more up to speed than I am most of the time and answers questions about stuff I haven’t even heard of yet.
What would you say to people who are afraid to use a support automation tool because they worry their users won't like it?
The tech has come a long way in a short time and is only getting better. Between the ability to customize responses, automations, and the sources of data the bot trains on, there isn’t much a typical user can throw at it that can’t be dealt with. If things are configured correctly to perform optimally, there’s not much for people to complain about.
How has been your overall experience with Pluno?
I genuinely had fun setting it up and getting everything dialed in and watching it perform and learn from our chat over time. I’ve never had any serious issues managing it and it always performs as expected, so overall, I’ve had a very smooth experience.
How would you describe Pluno to a friend in one sentence?
Imagine if you could train the world’s smartest intern for a helpdesk role by sending him a few links and having him hang out in Discord all day.