We spoke with Mickey Negus, Senior Engineering Manager at Edge & Node, a core developer of The Graph. She leverages Astronaut to track, synthesize, and improve Edge & Node’s technical support.

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The Challenge

Two years ago, The Graph’s support response time averaged 1-7 days, which is typical for web3 protocols. But last year, they aimed to set the industry standard for developer experience with best-in-class response times: <1 hour for all developers. 

 

However, both tracking and improving their support has been challenging for multiple reasons: 

 

• High-volume Telegram workflows were becoming unmanageable: The Graph manages over 550+ Telegram threads for enterprise customers and chains, making it difficult to prioritize and track conversations efficiently. Additionally, they must coordinate support across a variety of products created by numerous core developers that serve different types of users. 

• It was impossible to identify issues and calculate their response times: Before Astronaut, Mickey would manually spot check a few Telegram chats by searching for customer issues, searching for her team’s response, and then manually calculating the difference between timestamps. It was incredibly time-consuming and incomplete. 

• It was difficult to take action: Without insights on how performance varied by team member, customer type, day of week, or time of day, Mickey couldn’t make data-driven decisions or identify gaps in The Graph’s decentralized support strategy. 

 

The Solution: 

Using Astronaut, Mickey can now easily track and optimize her team's Telegram workflows, which has been a game changer for driving performance improvements and for potential users who want a world-class customer support experience.

 

Here’s how it works: 

 

1. Seamless Telegram Integration: With just a few clicks, Mickey integrated all of The Graph's critical Telegram support channels and threads.

2. Conversation Intelligence: Astronaut automatically identifies and connects related messages in busy group chats, even if they are spread out across hours or days.

3. Issue Tracking: Customer issues, support requests, and product feedback are automatically identified and tracked within Telegram conversations.

4. Deep Insights: Now, Mickey instantly gets detailed analytics on: 

   • Question volume and response times across different Telegram channels

   • Performance broken out by team member, day of week, and time of day

   • Identification of SLA breaches or unusually long response times 

   • Recurring issues or product feedback mentioned by customers 

 

“There is no other tool that does what Astronaut does. There’s no tooling that you can just apply to serve our needs, and Astronaut has filled this huge gap for us by helping us understand our performance. It’s really enabled us to be innovators in the customer service space for our industry,” says Mickey. 

 

Mickey is not the only one excited about Astronaut’s capabilities. The Support team regularly reviews these reports to identify areas for improvement, and the BD and Marketing teams actively leverage these performance metrics in their sales and customer materials. 

 

The Results: 

The Graph has achieved remarkable results using Astronaut, dropping median time to first response (TTFR) 52% to just over 3 minutes, far exceeding the team’s internal 1 hour response time target. This has become a cornerstone in their strategy for attracting and retaining customers.

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