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

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In this Community Spotlight, we explore how Perpetual Protocol, a leading decentralized derivatives protocol, uses Mava to manage Discord-first community support, streamline workflows, and scale customer support without sacrificing speed or transparency.

What Is Perpetual Protocol?

Perpetual Protocol is a decentralized derivatives trading protocol that allows users to trade perpetual contracts on-chain. Built for professional traders and DeFi-native users, the protocol prioritizes liquidity, performance, and capital efficiency.

Because trading issues are often time-sensitive, Perpetual Protocol treats community support as a mission-critical function rather than a secondary operational task.

The Challenge: Supporting a High-Stakes Web3 Trading Community

As Perpetual Protocol scaled, its support team faced challenges common to advanced DeFi products:

• High volumes of time-sensitive trading questions
• Discord as the primary customer support channel
• Need for extremely fast response times
• Limited tolerance for errors or delays
• Growing community size without proportional headcount growth

Traditional ticket-based systems were too slow and disconnected from where users actually asked questions.

Why Perpetual Protocol Chose Mava for Web3 Customer Support

To better support its growing trader community, Perpetual Protocol adopted Mava, a customer support platform built for modern SaaS and Web3 teams.

Mava was chosen because it:

• Centralizes Discord customer support into a shared inbox
• Enables internal collaboration while preserving public context
• Supports automation for repetitive support questions
• Helps track and improve Web3 customer support metrics

This allowed the team to respond faster while maintaining clarity and consistency across support interactions.

How Perpetual Protocol Uses Mava in Practice

Unified Discord Support Inbox

Perpetual Protocol uses Mava to manage all incoming Discord support conversations in one place. This ensures that urgent trading-related questions are handled quickly and ownership is always clear.

Faster Response Times During Market Volatility

Market volatility often drives spikes in support volume. 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 helps automate answers to frequently asked questions about trading mechanics, funding rates, and onboarding — reducing manual workload while keeping responses accurate.

Turning Support Conversations Into Insights

Support data helps the team identify recurring user confusion and documentation gaps. These insights feed back into product, UX, and education improvements.

Tracking Web3 Customer Support Metrics With Mava

To maintain a high-quality support experience, Perpetual Protocol tracks key customer support metrics using Mava, including:

• First response time to ensure rapid replies
• Conversation volume during high-traffic events
• Support topic trends to identify friction points

These metrics help the team proactively improve support workflows and community experience.

Results and Benefits for Perpetual Protocol

By using Mava, Perpetual Protocol has been able to:

• Improve response times in Discord
• Maintain trader trust during volatile periods
• Scale Web3 customer support without increasing headcount
• Turn community questions into actionable product insights

For trading-focused Web3 products, these benefits are critical to long-term retention and credibility.

Key Takeaways for Web3 Teams

Perpetual Protocol’s experience highlights a few important lessons:

• Web3 customer support is mission-critical for DeFi and trading platforms
• Discord-first communities need real-time, purpose-built support tools
• Automation improves scalability without sacrificing quality
• Support metrics provide early signals of product friction

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.