Slawek About Customer Satisfaction and Tips for Support Heroes

Have you ever had a question about Dash? Do you wonder who stands behind the Dash support and can provide answers to your queries? Meet Slawek, the oracle at DCG who can help you whether you want to learn more about the Dash currency or are planning to cooperate with DCG team members.

Tell us a bit about yourself, your previous experience, your hobbies, and what brought you to DCG.

Hi everyone, my name is Slawek. I used to work as a supervisor in the automotive sector for most of my working life, but I did not feel challenged, and it wasn’t something I wanted to do long term. I first heard about this crypto “thing” back in mid of 2013. I understood this was a unique opportunity, worth digging deeper into. I found out about Darkcoin some weeks after its launch and I fell in love especially because of Evan, and his vision and dedication to the project. I always tried to help people having issues with Dash, be it software related or simply general questions.

You’re a big Dash fan. What do you think is so special about Dash?

I am indeed a big Dash fan. Dash has delivered so many unique features we have been able to experience and use on a daily basis. I always loved the idea of Masternodes and this is what caused me to focus on them and create my own hosting service. I truly believe that successful projects need a community behind them and Dash has one, if not the best, community in crypto. We can see with the naked eye what a community of people can do by looking at Crowdnode’s Masternode count within the last year. Crazy! The Dash community is really strong!

What are the most common issues that the Dash tech support team encounters, and how do you typically resolve them?

There are different kinds of tickets we receive on the support desk. Definitely when we see development updates we notice a growth in technical tickets, where users who did not follow each update, get stuck and they cannot synchronize their wallets. We are able to help them quickly, even users with little technical knowledge.

What are the most effective strategies for ensuring high customer satisfaction and minimizing customer complaints in a tech support context?

The answer to this question is quite easy and there is no special magic around it.

A highly satisfied customer is one who has his issue solved in the shortest time possible. We do our best to provide quick response times and use simple and understandable language for non technical users.

How do you prioritize and manage incoming support requests, and what metrics do you use to measure team performance?

We receive a manageable number of tickets so we take care of them as they come in. Many of those tickets we can respond to ourselves, but some require the input of other teams. The support desk is a sieve for incoming communications between the outside and the team. To measure the teams performance we mostly use an average handling and response times among some other metrics. As there are two of us and we are in two different time zones, so we are able to respond to tickets quickly 24/7 in most cases.

In your opinion, what are the most exciting developments currently happening in the Dash ecosystem, and how do you see these affecting the tech support function?

There are a couple of exciting developments coming very soon at Dash.

The long awaited Platform release (aka Evolution for us old timers) is coming somewhere mid this year. It will definitely raise many questions from users and most of those will definitely come via the Service Desk.

Another development we are looking forward to is the integration onto Maya Protocol where the community will be able to swap between coins and Dash in a decentralized way.

We are also looking forward to the DashDirect card program which will let you spend Dash very easily, around the world. These are the three most exciting things happening in the Dash ecosystem.

What steps do you take to stay up to date with the latest trends and best practices in the tech support industry, and how do you incorporate this knowledge into your work at Dash?

Reading, practicing, testing, making mistakes, exchanging knowledge, asking more experienced team members.

How do you collaborate with other departments within Dash, such as development, marketing, and community outreach, to ensure a cohesive and effective approach to customer support?

As mentioned previously, we have a close contact with other teams and we are very selective and respectful of each team’s time. Thus most teams have come to expect only quality communications from the support desk, so they are open and friendly when we escalate things to them.

What advice would you give to someone who is just starting out in a tech support role, and what skills and knowledge do you think are essential for success in this field?

I’d simply say, to stay open minded, strive to learn as much as possible, it’s a great job for that. Do not fear not knowing. Each day is an opportunity to learn.