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

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NFT marketplaces live and die by community trust. High-volume drops, creator questions, and buyer support all happen in public channels, making Web3 customer support a critical growth and retention lever.

In this Community Spotlight, we explore how Getgems, a leading NFT marketplace on TON, uses Mava to manage Discord- and Telegram-first community support, streamline workflows, and scale customer support without adding operational complexity.

What Is Getgems?

Getgems is a Web3 NFT marketplace built on The Open Network (TON), enabling creators and collectors to mint, trade, and discover NFTs. With a fast-growing ecosystem and highly engaged community, Getgems operates in an environment where community experience directly impacts marketplace liquidity and trust.

For NFT platforms, customer support is not just about resolving issues — it’s about protecting creators, buyers, and the reputation of the ecosystem.

The Challenge: Scaling NFT Community Support

As Getgems grew, its support team faced challenges common to NFT and marketplace products:

• High volumes of creator and buyer questions
• Support happening across Discord and Telegram
• Time-sensitive issues around drops, listings, and transactions
• Need for fast response times during traffic spikes
• Limited ability to scale headcount alongside growth

Traditional ticket-based tools were not designed for real-time, community-driven NFT support.

Why Getgems Chose Mava for Web3 Customer Support

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

Getgems chose Mava because it:

• Centralizes Discord and Telegram customer support in one inbox
• Enables internal collaboration without breaking public context
• Supports AI-powered community support automation
• Helps track and improve Web3 customer support metrics

This allowed the team to treat customer support as a strategic part of the marketplace experience.

How Getgems Uses Mava in Practice

Unified Multi-Channel Support Inbox

Getgems uses Mava to manage all incoming support conversations from Discord and Telegram in one place, ensuring that no creator or collector question is missed.

Faster Response Times During NFT Drops

NFT launches and featured drops often create sudden spikes in support volume. With Mava’s workflows, the team can maintain fast and consistent response times during peak moments.

AI-Powered Community Support Automation

Mava helps automate answers to frequently asked questions about minting, listings, royalties, and onboarding, reducing manual workload while keeping responses accurate.

Turning Support Conversations Into Marketplace Insights

Support conversations surface recurring pain points around UX, documentation, and creator tooling. These insights help Getgems improve product flows and educational resources.

Tracking Web3 Customer Support Metrics With Mava

To ensure a high-quality support experience, Getgems tracks key customer support metrics using Mava, including:

• First response time to maintain fast community replies
• Conversation volume during drops and campaigns
• Support topic trends to identify friction points

These metrics allow the team to proactively improve both support workflows and marketplace usability.

Results and Benefits for Getgems

By using Mava, Getgems has been able to:

• Improve response times across Discord and Telegram
• Maintain creator and collector trust during high-traffic events
• Scale Web3 customer support without growing headcount
• Turn community feedback into actionable product improvements

For NFT marketplaces, these benefits directly impact adoption, liquidity, and long-term growth.

Key Takeaways for Web3 Teams

Getgems’ experience highlights several lessons for Web3 and NFT teams:

• Web3 customer support is critical for marketplaces, not just SaaS products
• Discord- and Telegram-first communities require purpose-built tools
• AI-powered support enables scalability without sacrificing quality
• Support metrics provide early signals of UX and trust issues

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.