‍This article is part of our Web3 Customer Support Case Studies series.

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DeFi protocols operate in fast-moving, high-risk environments where user trust and speed of communication are essential. Liquidations, vault mechanics, and yield strategies often generate urgent questions, making Web3 customer support a mission-critical function.

In this Community Spotlight, we explore how Gravity Finance, a decentralized finance protocol, uses Mava to manage Discord-first community support, streamline workflows, and scale customer support as the protocol grows.

What Is Gravity Finance?

Gravity Finance is a DeFi protocol focused on yield strategies, liquidity, and capital efficiency. Built for crypto-native users, Gravity Finance enables users to interact with advanced DeFi mechanisms while maintaining transparency and decentralization.

Because financial interactions are time-sensitive and often irreversible, clear and fast community support is essential for user confidence and long-term adoption.

The Challenge: Supporting a Growing DeFi Community

As Gravity Finance scaled, its support team faced challenges common to DeFi products:

• High volumes of technical and financial questions
• Discord as the primary customer support channel
• Time-sensitive issues related to yields, vaults, and positions
• Need for fast response times during market volatility
• Limited team bandwidth during growth phases

Traditional ticketing systems were not designed for real-time, public DeFi community support.

Why Gravity Finance Chose Mava for Web3 Customer Support

Gravity Finance adopted Mava, a customer support platform built for modern SaaS and Web3 teams, to bring structure and scalability to community support.

The team chose Mava because it:

• Centralizes Discord customer support into a single shared inbox
• Enables internal collaboration while preserving public context
• Supports AI-powered community support automation
• Helps teams track and improve Web3 customer support metrics

This allowed Gravity Finance to respond faster and maintain clarity during high-traffic and high-risk moments.

How Gravity Finance Uses Mava in Practice

Unified Discord Support Inbox

Gravity Finance uses Mava to manage all incoming Discord support conversations in one place, ensuring that questions about vaults, yields, and positions are handled quickly.

Faster Responses During Market Volatility

Market movements often trigger spikes in support demand. With Mava’s structured workflows, the team can maintain fast response times even during periods of intense community activity.

AI-Powered Community Support Automation

Mava automates answers to frequently asked questions about deposits, withdrawals, and protocol mechanics, reducing manual workload while keeping responses accurate.

Turning Support Conversations Into Product Insights

Recurring support questions highlight areas of user confusion. These insights help Gravity Finance improve documentation, UX, and educational content.

Tracking Web3 Customer Support Metrics With Mava

To ensure consistent support quality, Gravity Finance tracks key customer support metrics using Mava, including:

• First response time to ensure timely replies
• Conversation volume during volatile periods
• Support topic trends to identify friction points

These metrics help the team proactively refine support workflows and community communication.

Results and Benefits for Gravity Finance

By using Mava, Gravity Finance has been able to:

• Improve response times in Discord
• Maintain user trust during volatile market conditions
• Scale Web3 customer support without increasing headcount
• Turn community questions into actionable product and documentation improvements

For DeFi protocols, these benefits directly affect retention and protocol credibility.

Key Takeaways for Web3 Teams

Gravity Finance’s experience highlights several lessons for Web3 and DeFi teams:

• Web3 customer support is critical for DeFi protocols, not optional
• Discord-first communities require purpose-built support tools
• AI-powered support automation enables scalability
• Support metrics provide early signals of user friction and risk

About Mava

Mava is a modern customer support platform built for SaaS and Web3 teams. It helps teams manage Discord and Telegram support, automate customer support workflows, and turn community conversations into product insights.

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