About Whop

Whop is a social commerce platform built to empower creators and entrepreneurs to launch and grow online businesses. From hosting and CRM to payments and marketing, Whop provides everything needed to run a digital storefront in one place.

The company has seen rapid growth, quickly becoming a go-to solution for the next generation of entrepreneurs. With that momentum comes high stakes: every support interaction directly impacts a customer’s livelihood. Trust is foundational to Whop’s relationship with its users, which is why the Whop team knew they needed a support strategy as ambitious as their growth goals.

Scaling customer trust without scaling headcount

As Whop’s user base grew, so did its support ticket volume. The team began handling 5,000–10,000 tickets every week, often with spikes tied to seasonality or new product updates.

Before Decagon, support relied on human agents and an outdated chat tool that followed rigid decision trees. Neither could keep pace with Whop’s growth. Human agents spent too much time repeating answers to the same basic questions, while the chat tool felt slow, unhelpful, and incapable of actually taking action on behalf of the customer. The result was a support experience that lagged behind the speed and ambition of Whop’s product, and the needs of its userbase.

Maddie Cohen, Whop’s Head of Consumer Trust, captured the challenge:

“Continuously hiring staff to answer the same questions isn’t efficient. We needed an AI solution to deliver higher-quality responses and let our team focus on higher-impact problems.”

By implementing Decagon, Whop quickly achieved 65–70% ticket deflection rates. This freed the support team to focus on complex cases while giving users fast, accurate answers.

AI Agents built for marketplace complexity

Whop’s marketplace isn’t simple - it serves creators, buyers, and communities, each with distinct needs. Answering their questions isn’t just about providing information; it requires context, nuance, and personalization.

That’s where Decagon’s agentic AI thrives. By pulling in metadata about the user and their product usage, Decagon seamlessly tailors answers to each persona. Responses feel human, empathetic, and relevant. And importantly, they arrive instantly. 

Working hand in hand with the Decagon team, Whop was able to design a support experience that feels seamless for customers while meeting the realities of a fast-growing business. In fact, many Whop customers don’t realize they’re talking to AI. They thank the “agent” for their help or comment on how quickly their issue was resolved. 

“The best support is when the customer doesn’t notice it’s AI. That’s when you know you’re delivering real value.”

Turning support conversations into product sprints

Where Decagon truly stands out for Whop is in how it transforms customer conversations into a compass for product development. Decagon automatically tags every ticket to a specific surface of the product, creating a real-time map of which features generate the most friction.

These insights don’t just improve support, they drive strategic impact across the company. Product managers use them to prioritize sprint planning, engineers get faster visibility into bugs, and leadership gains a clear view of where to focus resources. With Decagon, support has become a powerful engine for product innovation and cross-functional alignment.

The impact has been measurable:

• Payments, once the number one pain point, saw tickets decrease by 50% after Decagon’s insights guided targeted fixes.
  
• A spike in tickets about the payout modal alerted the team to a bug, which they resolved quickly before it affected more users.

This approach allows Whop teams to focus on “A+ problems” - deep-rooted issues that improve the experience for everyone - rather than quick band-aid fixes.

The result is a tighter loop between customer feedback and product delivery, where every sprint is shaped by authentic, data-backed customer sentiment.

The road ahead: agentic automation at scale

Deflecting tickets and shaping sprints is only the beginning. With Decagon, Whop is building a support experience that is present at every step of the customer journey, from answering the first question to powering the product improvements that follow.

As Maddie Cohen put it:

“Decagon will make starting an online business frictionless. Imagine building a store page in minutes -  just by calling a number.”