Introduction:

Customer service is the linchpin of any successful project, be it in the blockchain, web3 or web2 space. Yet, it is often overlooked, leading to a disconnect with users and a failure to address their real needs and concerns. This oversight can be catastrophic, undermining the project's potential and alienating the very audience it seeks to engage.

Blockchain Projects: The Unsung Potential for User Satisfaction 👊

1. Inspire Trust in a Trustless System

Blockchain technology is complex and can be extremely intimidating for the average retail user. I've noticed a trend where many blockchain projects focus intensely on the technical aspects, and big promises, neglecting the user experience and customer support.

Yes, I know that web3 and the blockchain is supposed to be a magical trustless environment, but how do you expect to inspire the general population to just trust you with their money? Given the more than popular news about rug pulls and FT you know who...

Combine this with the abundance of scammers and the experiences people have had it's easy to see why the neglect manifests in poor user onboarding, lack of accessible help resources, and insufficient user engagement strategies other than airdrops, that only reach the already savvy users.

2. Why This Happens

Many blockchain developers and project founders come from highly technical backgrounds and they prioritize innovation and security over user interaction. The assumption is that users will navigate the complexity if the technology is robust or exciting enough. However, this is a misguided approach, as most people are gripped with trepidation at the obligation to do something new.

The fear doesn't signal a lack of intelligence as i've heard some in the space claim it to be, far from it. It's actually due to a wealth of personal experiences and knowledge that holds most "normies" back from taking the leap.

3. The Impact

Without effective customer service, users may feel overwhelmed, or confused leading to frustration and eventual abandonment of the project, no matter their prior level of excitement.

"Don't be another abandoned project with latent potential!"

Poor customer service destroys trust and discourages user retention, it makes your project seem like just another quick money grab. Customer services is therefore critical for the long-term success of any blockchain based initiative, this applies whether you are providing a b2b or b2c solution.

4. NFT Projects: More Than Just Digital Assets

NFTs exploded in popularity back in 2021-22, but many projects missed, and continue to miss the mark by focusing solely on the hype and technical uniqueness of their tokens... And that's if they even bother to innovate beyond just a different image style.

The average user is less interested in the novelty of NFTs and more concerned with how these digital assets can enrich their lives in one way or another.

5. Common Pitfalls

Projects often inundate users with jargon-heavy descriptions and fail to provide clear, accessible information about the benefits and uses of NFTs.

The majority of users don't really care about how many carbon credits your tokens generate, nor do they care about the fact that your NFT is bit art or another rip-off of BAYC's art style. Customers need tangible value.

Another common pitfall is that may projects overlook the importance of responsive customer support to help guide users through purchasing and managing their NFTs.

Imagine your grandmother trying to use Opensea to buy you an NFT because you've been so hyped talking about it every chance you get... fast forward to her (somehow) figuring out how to create a Metamask account and fund it with eth, only for her to get slapped with another $120 gas fee on top of the already, likely overpriced jpeg.

6. The Consequence

When users encounter issues or confusion, a lack of prompt and helpful support can lead to dissatisfaction and negative perceptions.

This not only hampers user adoption but also damages the project's reputation in the long run.

We also end up looking like muppets as an industry. If we keep creating projects that hit all the modern buzzwords, but deliver none of the real-world value that people need, then our technology and it's potential will remain a laughing stock, at best, to the people most likely to benefit from it.

7. Crypto Projects: Bridging the Gap Between Technology and Usability

Cryptocurrency projects are notorious for their technical complexity and often fail to prioritize user-friendly interfaces and support systems.

"Avoid an exodus from your crypto project"

The average user, who may not be tech-savvy, requires clear guidance and reliable support to navigate the crypto landscape effectively, especially as a newbie.

Are we alienating the very people that crypto and the blockchain was designed to help?

8. Why It’s Overlooked

Crypto projects often prioritize security, scalability, and innovation. These are all extremely commendable values, however, assuming that all users will adapt to the technology, as easily or as intuitively as some of us more savvy individuals have is a mistake.

This approach overlooks the diverse needs of an even more diverse user base, many of whom require assistance and reassurance.

Would you invest or hold your money in a bank that had no physical office and no way to get in touch with someone besides a digital interface?

Sure, YOU might, but the vast majority of the world still prefers human-to-human contact, despite what you may see rolling out in supermarkets and other establishments. I'm looking at you, UK.

9. The Fallout

Ignoring customer service leads to user frustration, increased support tickets, and negative word-of-mouth.

For crypto projects and industry to thrive, we need to reframe, and must make customer service a priority, ensuring users feel supported and valued at every step of their journey.

10. The Document Dilemma: Intimidating and Ineffective

Technical documents are essential for investors and stakeholders. There's no doubt in my mind about that. However, we often fail to resonate and connect with the average user.

These documents (whitepapers, etc) are typically filled with technical jargon and complex explanations that can be off-putting, confusing, and in some cases offensive.

Some people actually hate when you assume they are highly technical, they really just want to know the fundamentals about how it works, and how it can affect them and their life for the better, otherwise they just class it as snake oil.

The Problem

Most project descriptions suffer from repetitive, over-hyped language that fails to communicate the core value proposition to potential users.

Users are not interested in technical superiority or future promises—they want to understand how the project impacts their lives directly. So, although your crypto bro's may be sold on the future potential, you still need to find ways to communicate that to the general and wider audience.

The Solution

To truly connect with users, projects need to simplify their language, focusing on clear, tangible benefits. We also need to get in touch with our potential users, go out into the street and gather feedback, ask questions, figure out what people actually feel like. Data is great, but it only tells you one side of the story.

We also need to emphasize user-centric narratives that highlight the real-world applications and benefits.

Conclusion: Clear Communication and Strong Customer Service

Our landscape of blockchain, DEFI, and crypto, is rapidly developing, and it's time that we start to take a more sincere look into customer service and clear communication, if we truly desire to make any lasting and positively impactful change.

Projects that fail to address these aspects risk alienating users, stunting their growth, or simply being classed as another quick cash grab, wearing the disguise of a truly dedicated project.

By prioritizing user experience and support, our trustless space, can begin to foster trust, encourage adoption, and build lasting success. Let's be honest, the only reason you trust the technology, is because you understand it.

Customer service, in the web3 space can help to foster that trust in a wider audience. Technical prowess is great to have, but, the ability to connect with users, address their concerns, and provide meaningful value is what will truly set successful projects apart.

Resources to help you get started with customer service in the Blockchain

Checklist for Founders:

To ensure your projects don’t fall into the traps outlined in this article:

• Prioritize Customer Service:

• Implement robust, multi-channel support systems.

• Simplify Technical Documents:

• Create a separate user focused version. Use clear, concise language and focus on tangible benefits.

• Gather User Feedback:

• Regularly interact with users to understand their needs and concerns.

• Improve Onboarding:

• Make the onboarding process simple and user-friendly.

• Be Transparent:

• Communicate openly about project goals, progress, and setbacks.

• Focus on Real-World Applications:

• Highlight how your project benefits users' daily lives.