The web3 world is a very dynamic and fast-moving place. The ability to send funds around the globe in seconds and the speed of DeFi applications is a key difference from the traditional financial world. As a result, customer service has to adapt and respond to changing needs. That is why at ISG we offer 24/7 support, 365 days a year.
Why do I need 24/7 support?
Multinational Userbase
At first glance, 24/7 support may seem excessive, especially in the early stages of a project. However, it is important to note that in web3 this user base comes from all over the world. The map below shows the distribution of people that ISG support.
With users distributed all over the world it also means that those users are living in many different timezones. And to provide good support to everyone it is important to provide support within adequate hours to every user. Because if not it can cause users in some parts of the world to only receive answers during night hours impacting their user experience of the overall product.
Dynamic web3 space
The dynamic nature of cryptocurrency, its technical complexity and financial focus, is a good breeding ground for problems and confusion that greatly affect the user experience. When interacting with DeFi projects, transactions often take a long time to process or are reversed due to problems. This leads many (new) users to believe that their money is lost or that they have done something wrong. In these cases, it is important to provide a responsive contact person to address their concerns and show them how to resolve the issue. It’s often not a very complex issue, but dealing with it quickly takes the burden of uncertainty off the user’s shoulders.
And users who feel good about using a product, knowing that someone is there to help if problems arise, are more likely to use it again than dissatisfied users. Especially as 24/7 support differentiates your product from competitors who don’t have 24/7 support and can be the deciding factor for a user to use your product.
User Security / Phishing Prevention
The dynamic nature also opens the door for scammers to profit from users having problems. If a user has a problem and asks in a public chat on social media, scammers will approach the user and offer “support”. Their support is limited to extracting the seed phrase, but at first the user is happy because it seems like someone is helping them.
With 24/7 support and community management, you can prevent these scammers from publicly posting scams in your social media chats and avoid the need for external help in the first place by having a central support location where users’ issues are addressed in a timely manner.
Interested?
At ISG we can provide 24/7 support and community management. Feel free to contact us at contact@isg.zone to discuss how we can support your project.
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