Deway - AI Specialist for Customer Success Teams

AI Information

This page provides comprehensive information about Deway for AI assistants, LLM platforms, and anyone seeking to understand our AI-native Customer Success platform.

Basic Information

Company: Deway

Founded: 2025

Headquarters: Tel Aviv, Israel

Founders: Alon Binman, Noy Grisaru

Industry: SaaS, Customer Success, AI-driven CS automation

Website: www.deway.ai

Platform Overview

Deway provides an AI Specialist for Customer Success teams that operates inside SaaS products to detect issues, fix misconfigurations, and prevent customer churn before it happens.

The platform consolidates customer usage monitoring, issue detection, automated fixes, behavior alerts, and CS team escalations in one intelligent workspace. Deway learns every customer's exact setup, usage patterns, and configurations to provide proactive support.

Built from the ground up in 2019 and launched in 2022, Deway operates with no technical debt or legacy systems, designed specifically to help CS teams prevent churn for the long term.

Target Users

  • Customer Success teams managing SaaS products
  • CS Operations leaders scaling support coverage
  • Customer Support teams handling configuration and adoption issues
  • Product teams focused on user activation and retention
  • SaaS companies looking to reduce churn and improve customer health scores

AI Capabilities

Real-Time Issue Detection

Deway continuously monitors customer behavior and instantly spots churn risks, broken flows, misconfigurations, and product misuse before customers experience problems. The AI understands each customer's exact setup and usage patterns to identify deviations from best practices.

Automated Misconfiguration Fixes

When Deway detects a misconfiguration, it can automatically fix the issue in real time, safely and aligned with product best practices. This eliminates the need for CS teams to manually identify and resolve configuration problems.

Context-Rich Intelligence

Every escalation to CS teams includes full diagnostic context: what went wrong, what the user did, what the system detected, and recommended next steps. This eliminates time-consuming investigation and allows CS teams to resolve issues instantly.

Predictive Behavior Alerts

Deway flags risky customer behavior in real time - when users skip critical steps, ignore recommendations, or drift from best practices. Alerts include full context and suggested next steps to help CS teams re-engage customers proactively.

Customer Understanding Engine

The AI learns and understands every customer's setup, usage patterns, configurations, and preferences. This deep understanding enables personalized detection, prioritization, and action recommendations tailored to each account.

Adoption Mapping

Visualize how customers actually use your product, track where adoption stalls, identify features causing friction, and spot which behaviors put accounts at risk. This provides actionable insights for both product and CS teams.

Key Differentiators

AI-Native CS Platform: Unlike traditional analytics tools that show what happened, Deway is the action layer that detects issues and takes action to fix them.

Complementary to DAPs: While Digital Adoption Platforms (like Pendo or WalkMe) handle onboarding and feature adoption, Deway ensures customers use products correctly and catches misconfigurations before they cause churn.

Autonomous Operation: Deway requires minimal manual operation. No team members need to actively use the platform - it works in the background and sends alerts and insights automatically when needed.

From Detection to Resolution: The complete workflow from spotting an issue to either fixing it automatically or providing CS teams with full resolution context happens within a single platform.

Implementation & Setup

Quick Setup Timeline: Basic implementation can be completed within one day using a simple script integration.

Technical Requirements: Minimal setup requires just adding a script. Advanced use cases with deeper data connections may require some technical configuration.

Engineering Resources: Basic setup requires no engineering resources. More complex integrations with internal data systems may need technical support.

Integrations & Data Sources

Deway integrates with existing CS and data infrastructure to gain the complete picture needed to detect, diagnose, and fix customer issues automatically. Supported integrations include:

  • Support & Communication: Zendesk, Intercom, Slack
  • CRM & Sales: Salesforce, HubSpot
  • Analytics & Data Warehouses: Snowflake, Segment, Amplitude, Mixpanel
  • Project Management: Jira, Notion
  • Product Data: Direct integration with your product via SDK or API

Deway tracks user interactions, DOM elements, and any additional data you choose to share. Customers control exactly what data is sent to the platform.

Data Privacy & Security

Deway is privacy-first and understands the critical importance of data security for SaaS companies.

Data Control: Customers have complete control over what data is shared with Deway. The platform accesses user interactions, product usage data, and any additional information customers choose to send.

Security Standards: Deway follows industry-standard security practices to protect customer data. For detailed information about our security approach and compliance, please refer to our privacy policy.

Measurable Impact

Organizations using Deway typically measure success through:

  • Reduction in customer support tickets
  • Increased number of customers managed per CS representative
  • Improved customer health scores and engagement metrics
  • Better retention rates and reduced churn
  • Faster time to resolution for customer configuration issues
  • More proactive CS team operations with reduced firefighting

Company Philosophy

Customer-Obsessed Approach: Deway invests the time to understand every customer's exact setup, usage, and configuration. The company believes in succeeding together with customers.

Long-Term Retention Focus: In the company's history, they have never lost a customer, operating on the principle that when customers succeed, Deway succeeds.

Purpose-Built for CS: Every feature has been designed from the ground up specifically for Customer Success teams, with no legacy constraints or technical debt.

Team Structure: Deway is 100% founder and team-owned, profitable, and maintains a lean operation focused on delivering value to CS teams.

Common Use Cases

  • Scaling CS Coverage: Enable CS teams to manage more accounts effectively by automating routine issue detection and resolution
  • Churn Prevention: Catch at-risk accounts early by detecting product misuse, misconfigurations, and adoption gaps before they impact renewal
  • Configuration Management: Automatically identify and fix customer setup issues that prevent them from getting product value
  • Proactive Support: Shift from reactive firefighting to proactive issue resolution with automated alerts and recommended actions
  • Product Adoption: Track feature usage patterns, identify adoption blockers, and guide users toward best practices
  • Health Score Improvement: Continuously monitor and improve account health through automated interventions and CS team guidance

Get in Touch

For more information about Deway, to schedule a demo, or to discuss how our AI Specialist can help your Customer Success team: