The Company
Descope is an identity management platform that helps developers build secure frictionless authentication and user journeys for any application. The company was founded in April 2022 by a team of cybersecurity experts and is based in Los Altos, CA.
Descope’s mission is to provide app developers with modern, hassle-free user authentication workflows, offering secure passwordless methods such as social logins, SAML SSO, OTP, magic links, and biometrics to abstract away implementation details and risk management. By taking care of auth, Descope helps developers spend more time on core app initiatives.
The challenge: Scaling support during rapid growth
As Descope’s user base grew exponentially, its support operations wasn't able to keep pace. Teams were spending valuable time triaging support messages across Slack, email, and the product interface. Issue tracking was inconsistent. Collaboration between support and engineering was time-consuming and often lacked the right context.
Descope needed a platform that could:
- Scale support without growing headcount
- Centralise all customer interactions
- Bridge the gap between support and product teams
Empower users through self-service and automation.
The solution: A unified platform for product-led support
Descope adopted DevRev as a centralized platform for its support team, enabling scalable, product-led support tailored for fast-growing, API-first companies.
Key solution pillars included:
- A unified inbox integrating Slack, email, and in-app conversations
- Automated journey orchestration to triage, route, and resolve issues
- In-app support experiences for users with real-time, contextual assistance
- Conversational AI layered on top of a unified knowledge graph
- Tight integration with Descope’s internal dev workflows and APIs
For me, this is the number one priority for our service motion today: make sure that the product provides self-service and guidance at the scale that we need to support a PLG motion. DevRev’s API-first and extensible platform has enabled us to do exactly that—automating customer success and empowering our users to solve problems independently.
Gilad ShrikiCo-Founder @ Descope
The impact: From reactive support to self-serve scale
Operational scalability without added headcount
Descope now handles over 300 million daily participant sessions, a 30x increase from the time of DevRev implementation. This was achieved with no increase in support headcount, thanks to DevRev's automation-first approach.
DevRev has enabled us to streamline access to technical documentation, automate common developer queries, and bridge the gap between support and engineering. This has been essential as we scaled from 10M to 300M daily participant sessions without growing our support headcount.
Gilad ShrikiCo-Founder @ Descope
5× faster ticket resolution
With all channels flowing into a single workspace, and full visibility into linked development issues, support agents now resolve tickets five times faster than any previous quarter. The unified experience eliminates manual triage and escalations, while DevRev’s issue lifecycle tracking ensures nothing falls through the cracks.
Real-time self-service and proactive guidance
Descope uses DevRev’s Conversational AI and knowledge deflection tools to guide customers toward solutions before they ever need an agent. Automated workflows, contextual suggestions, and product-integrated help content all contribute to a self-service-first strategy.
The bottom line: Transforming support into a growth driver
By deploying DevRev, Descope has achieved:
- 5× faster ticket resolution
- 300M+ users supported daily, up from 10M
- 100% SLA adherence maintained during scale
- Increased CSAT and reduced time to resolution
The result: a streamlined, product-led support engine that delivers faster service, drives product improvement, and scales with the business.
The Benefits
- A single inbox for Slack, email, and product messages
- Support tickets linked directly to engineering issues
- Customers resolve issues faster through in-app automation
- Agents spend less time on triage, more on impact
- Self-service deflection reduces ticket volume
- Support operations scale with the pace of product growth
