Success Story
SaucerSwap is a decentralized system for trading HBAR and HTS tokens, designed to ensure security, user control, and censorship resistance without relying on intermediaries.
Signup date
User count
Website
The challenge
How were you managing your user questions before?
Entirely human support tickets via discord & email, with a human answering all questions
What challenges did you face when it came to engaging and supporting your audience in the past?
Response times was a challenge, often replies would take 30 mins plus, or sometimes 1-2 hours morning UTC (e.g. 6am utc)
Solution
How long did it take you to get started with Pluno?
Under 10 minutes, with a lot of that being the bot processing website sources such as our docs page. Inviting bot to server etc. was simple
How did adding Pluno help solve those problems with your users?
A lot of the support tickets being made were for questions or issues which i’d often copy paste reply to as they were frequent, having pluno reply to these, and other queries has made response times much faster, and much of the repetitive boredom out of support tickets
How was Pluno better than other tools you had tried before?
A lot more reliable when answering, i for the most part trust Pluno
How much time are you saving now?
Multiple hours per week, letting the team focus on other tasks
How much money are you saving now?
We didn’t have any paid support tools before, nor have reduced staff due to Pluno
Results
53%
deflection rate
80%
👍 upvote ratio.
∼700+
bot responses per month.
"Overall amazing, it’s quick at answering and in almost all cases accurate."
Feedback
How was the bot-answering experience for your users?
There was an adjustment period, but over feedback has been positive. There have been times where pluno has answered incorrectly, or provide info it shouldn’t, e.g. telling a user they can connect wallet A by downloading and using an entirely different wallet; but overall it’s been good
What would you say to people who are afraid to use a support automation tool because they worry their users won't like it?
They’ll always be an adjustment period for everyone, but in the end it helps cover the more faq type questions/issues, letting the team focus on the more serious ones
How has been your overall experience with Pluno?
Awesome, it’s ability to constantly learn and update based on new information, especially from discord chats is incredible. The bot is almost self reliant once setup, no need to keep adjusting or adding new data/answers
How would you describe Pluno to a friend in one sentence?
A constantly learning support bot which answers users’ queries, and only escalates for team input when necessary