MyNearWallet Support Update
In the wallet tech & dev system, the people (NEAR community) are represented by two separate, yet equally important, groups: the dev team, who improve the product; and the support members, who help with issues and relay them to the devs. These are their stories.
Introduction
Hey NEAR Community, I am Max, and I am here to make sure each and every question/issue/concern or basically any type of feedback you got for us is handled quickly, smoothly and professionally. In other words, I am the Head of Support at MyNearWallet. You can contact me here.
A Bit About Myself
For 5 years now, I have been supporting various crypto projects. I know perfectly well what great support is and how crucial it is for a business to build long-term relationships with clients based on trust and care.
Our efficient and friendly team is all ready for action! We are going to streamline the whole support department, and it will be the very best out there!
This is my priority number 1, and here’s how it’s going.
Creating a Support Team in 2 Weeks
How it started
When I came to work for MyNearWallet, I was all fired up, as I knew there were issues with the legacy NEAR wallet support. It was kind of slow, there were a lot of tickets left unanswered, and I was excited to start digging into that all and helping the community, as well as the wallet.
My areas of activity at that time could be categorized into:
- Interacting with the legacy Support team
- Creating new MyNearWallet support from scratch
- Working on an updated Help Centre
- Fixing existing support problems (2FA, for example)
- Determining metrics to track, choosing support tools to use
- Working together with the dev & product teams
- Preparing for the launch
- Gathering community feedback
- And other stuff — there is always stuff :)
I was able to get all the needed information from the old team and onboard the new team, who all started working effectively right away. Together, we have been able to sort out most of the old unanswered tickets and we were eager to deal with any upcoming ones.
We took over the Support Telegram group, created one on Discord, and worked on our Zendesk Help Centre.
At the same time, we were actively working on fixing the 2FA issues and Ledger problems — trying to improve the flows.
How it’s going
This has been a very productive month. It’s always exciting to work on something and see the processes improve and your team members grow, both professionally and personally.
What have we been able to achieve?
- Response time: during working hours, it has been reduced to a few minutes (from several days!)
- Support channels: TG, Discord, Zendesk + Intercom is coming (Stay tuned)
- Help Centre: articles, images, all information updated
In my opinion, the best support type is the one where the community can get help LIVE. It is very important to build a relationship with the community that is based on trust and loyalty.
This is why the so-called chat-first model is what we are developing. We are aiming at perfecting it to the best extent possible. And, for that, we are migrating from Zendesk to Intercom.
Intercom will allow us to have real, live conversations with users that come to us with questions and help in a matter of minutes.
Our Metrics: Useful Figures & Numbers and Facts
Number of backlogged tickets
- When we started: 500+
- Right now: 0
Response time
- When we started: 72–96 hours on average, many forgotten tickets, and some cases were dragged out for months
- Right now: we answer in a few minutes and we handle each case. When Intercom comes, the response times will get even quicker.
Inner Processes
- We built inner comms
- We took over the tools which the support team had lacked (which used to result in unresolved cases (2FA))
What’s ahead?
Support is the biggest priority for all the wallets out there — we understand that. And that’s what we are working on: making the processes even smoother for anyone out there.
- Developing the chat first model and switching to Intercom to cut down response times
- Friendly support, fast replies, an atmosphere of trust, and reliability
- CustDev and community relations
- Our wallet is for you, the Community, it’s not just us here — we are all together, building for the ecosystem!
As we are the official successor of wallet.near.org, we understand the great responsibility (that comes with great power!). We are here to create a perfect gate to the NEARverse for the NEAR community, and we will do everything we can to make the transition process smooth and user-friendly, and the wallet — all-functional and secure — your go-to NEAR wallet.
