3 min read
Last Updated
Company
Descope
Employees
11-50
Founded
April 2022
Headquarters
California
Industry
Software development
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.
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:
Empower users through self-service and automation.
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:
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.
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.
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.
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.
By deploying DevRev, Descope has achieved:
The result: a streamlined, product-led support engine that delivers faster service, drives product improvement, and scales with the business.
The results
Summary
Grew from 10M to 300M
Daily participants between December 2019 and April 2020
100% SLAs met
All SLAs met in 2022 with 100% success predicted for 2023
5× faster customer response
Tickets closed over 5 times faster than any quarter since opening.