What are some of the barriers currently holding back web3 mass adoption? User interfaces that are clunky and hard to use, coupled with a lack of customer support. Have an issue? Good luck reaching out to the relevant team member and getting a quick and accurate response. For support teams too, the flood of incoming messages from different platforms combined with dozens of spam messages and DMs can be overwhelming and it is hard to keep track of what’s going on. To solve these problems, Mava has built the first web3 customer support platform.

Users expect to be able to reach support from wherever they are and studies have shown that companies with strong omni-channel strategies have a significantly higher retention rate. However, allowing users to contact customer support across multiple different channels (e.g. Twitter, Discord, Website, Telegram) comes with its challenges: it’s hard to keep track of issues, productivity goes down because of constant context switching, and organizations cannot get access to any customer support metrics as none of the sources are connected. 

Security is a primary concern for many in the web3 industry. One way scammers attack users is via pretending to be a support agent and getting personal details that way. Web3 communities that don’t use dedicated support tools often handle most questions in a public support channel, which opens up an avenue for scammers to “help” and message unknowing community members. Similarly, if it’s hard for users to find out how to reach support, they might resort to publicly tweeting their complaints or questions, which usually results in them getting targeted with comments and DMs from fake support agent. 

On-chain integrations will also help to resolve an issue if users reach out and ask about, for example, a problem they experienced with a recent transaction. Today the flow might be something like this: a support agent asks a user for their wallet address, waits for an answer and checks, manually reminds them again if they haven’t replied, they then check it out in a block explorer and help the user, losing time with each action. Mava is building on-chain integrations, so web3 support teams can access all relevant data at their fingertips, enabling a faster and more efficient support experience.

Implementing a support system is a no-brainer for organizations looking to take their customer experience to the next level. It enables teams to automate and work more efficiently, stay on top of issues and get insights to improve their support. While generic customer support systems will help in certain areas, using a web3 specific tool, such as Mava, ensures that you can provide consistent and secure support across all social channels used by web3 communities and view on-chain data to help answer support questions with the relevant data at hand, while remaining privacy conscious way.