At Helix, we are convinced that the future of customer-support is powered by community.
Gone are the days of traditional customer support in the world of Web3. The public and immutable nature of transactions has completely transformed the way customer support is handled. As a Community Manager, Growth Manager, or Customer Support Executive, it's time to embrace the change and take advantage of the power of community.
How Web3 is changing customer support
In web3 anyone with enough knowledge should be able to troubleshoot themselves or help others.
First off, due to the immutable nature of transactions, customer-support agents can't change things on-chain in Web3. If a transaction is pending or has failed, a customer support agent can't make it successful. However, support agents still play a crucial role by educating users and guiding them on how to troubleshoot. We've seen this in action with some of our Web3 customers, where the majority of customer support queries were simply clarifications and explanations.
Secondly, the open and public nature of Web3 means that in-house customer support may not even be necessary. Anyone with enough knowledge can help others troubleshoot, making it a true community effort. And that's where community-powered support comes in.
Role of Community needs to expanded further
Community already plays a super important role in Web3 companies. However, majority of Web3 companies see community as a means to spread word of mouth virality. This limits the role of community significantly.
The open and public nature of Web3 enables knowledgable members within the community to lend a helping hand with support queries.
At Helix, we believe that community members can play a much more direct role in the day to day operations of a Web3 company and it starts with customer support. The open and public nature of Web3 enables knowledgable members within the community to lend a helping hand with support queries.
Leveraging Community can help you save costs and boost engagement
By allowing the community to provide customer-support, we can leverage the collective knowledge and expertise of a large group of people to provide timely and accurate support to users. This not only saves businesses the cost of hiring and training in-house customer-support representatives, but it also helps to foster a sense of community among users.
Improved community engagement is a self fulfilling loop
In addition to being more efficient and cost-effective, community-based customer-support can also help to boost community engagement. By providing support to other users, community members can feel a sense of ownership and pride in the platform they are using. This can help to foster a sense of community and encourage users to be more active and engaged.
Overall, the future of customer-support is powered by community By allowing the community to provide support, businesses can save money and resources, while users can enjoy the warmth and support of the community.
In the next few posts, we'll share more details on how Helix is building the infrastructure to empower communities to provide quality support reliably and speedily. Stay tuned!