Devpost
How Devpost gave 30 million developers support that actually understands them.
Devpost
Developers don't want FAQ answers. They want precise, technical responses about API errors, authentication flows, and workspace limits. Devpost deployed CAPSE trained on their full documentation and watched their developers stop mocking support tickets.
Industry
API platform / developer tools
Scale
30M+ developers worldwide
Use case
Technical support at scale
30 million developers. And a support team that couldn't keep up with their standards.
Devpost is an API collaboration platform used by over 30 million developers to build, test, and document APIs. Their users are engineers — professionals who debug complex authentication flows before breakfast and have zero patience for generic, scripted support responses. The problem wasn't that Devpost's support team was bad at their jobs. The problem was that no human support team could realistically be trained deeply enough across Devpost's entire API surface to meet developer expectations. When a user called about a broken OAuth flow at 11 PM, the agent they reached was unlikely to have the specific knowledge to help — and developers knew it. "Our developers were writing better support tickets than our agents were writing responses," said Wei Chen, Support Engineering Lead. "The quality gap was real, and it was damaging our perception with a user base that has very high standards."
Three gaps between what developers needed and what support could deliver.
Generic answers to specific technical questions
A developer calling about a 401 error on their OAuth implementation doesn't want to be asked to clear their cache. They want a precise diagnosis of why their token exchange is failing. Support agents without deep API knowledge couldn't provide that and developers stopped calling as a result.
Documentation team overwhelmed by repeat questions
Without a support system that could answer technical questions accurately, developers escalated to Devpost's documentation team directly. The doc team spent an estimated 22% of their time answering support queries that should have been resolved at first contact time taken away from building the documentation that would have prevented the queries.
No context passed on escalation
When a call did escalate to a technical specialist, the specialist received no context from the first interaction. Developers were asked to explain their issue from scratch — a particular frustration for engineers who had already provided detailed technical context to the first agent.
43%
of developers rated support responses
22%
of doc team time spent answering support queries directly
2×
average number of times developers explained the same issue per support session
What About Us
"I was blown away by the storytelling in every frame. The vintage film simulation added such a nostalgic, warm feel to our session, capturing those intimate, fleeting moments we would have otherwise missed."
1/3
Business results, made legible.
91%
↑ +37 percentage points in 90 days
Reduction in support opex vs. same quarter prior year
22%
Freed to focus on documentation quality
Reduction in doc team support query workload
847
Complete API reference accessible on every call
Pages of documentation CAPSE can reference in real time
4.6
↑ +59% improvement in 90 days
Developer satisfaction score up from 2.9