The Graph is indexing protocol for organizing blockchain data and making it easily accessible with GraphQL.
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The challenge
How were you managing your user questions before?
For roughly three years, many members within The Graph ecosystem helped manage and acted as a first line of technical support.
Over time, Edge & Node, a core developer of The Graph, worked to scale its Developer Relations and Technical Support teams to provide more dedicated support. But prior to introducing the Pluno bot, these team members were sometimes inundated with questions (often repetitive), which absorbed too much of their bandwidth.
This heavy workload is part of what caused users of The Graph to seek a bot solution.
What were the challenges faced in regard to user management back then?
The biggest challenges were probably the volume of questions, as well as the repetitive nature of some of the questions. Nobody wants to spend their time answering the same questions every day; this was a challenge for team members working on offering support.
Solution
How were those challenges resolved after adding Pluno to your team?
The Pluno bot alleviated the burden of answering repeat questions in Discord. Not only did this free up time to work on other activities, but it also resulted in faster responses to these repeat questions, which of course made The Graph’s users happy.
The ability to train the bot on The Graph’s docs as well as responses from the team also ensures the bot is forever being trained and kept up to speed on new features, troubleshooting techniques, and general information that is valuable to users.
How was your customer support experience with Pluno?
Edge & Node is very satisfied with the customer support experience. We have Pluno team member who is always available to chat with us over Telegram or set up Zoom calls as needed.
Results
67%
response question ratio
3812
bot respones
Positive reactions
"The bot has really helped mature and grow The Graph"
Feedback
What would you say to people who are too afraid to use a support automation solution fearing their users might not accept/like it?
The one-time effort required to set up and train the Pluno bot is far less than the sustained effort of answering repetitive questions.
Why not abstract the repeat stuff away and have the bot take care of it while your team members can spend their valuable time on other tasks?
How has been your overall experience with Pluno?
Great experience - easy to use, excellent customer service, and well-received by our users.