The State of Web3 Support Today: What Just Happened?

Transcript

[Music] [Music] all right hello everyone um yes my name is Stan uh I work as a PM at consensus and today I want to share with you the state of web tree support and what are the opportunities that that we all have to make it better first of all shout out to my friend and colleague Joshua Reed this talk was his idea but since he couldn't join us today in Bangkok uh I am here to bring it to life with you cool so

starting with the basics how do we do support in web tree today well as I'm sure you can imagine um there are multiple options across platforms we use every day um uh siren before me uh said they're using this court for support um and we have you know uh dedicated um ticketing Solutions in this court we have sporadic messages in telegram or random DMS on X um this is kind of like the current Norm um we also have your standard web to Solutions which provide a much more structured but also um well-known experience to users um and we

tend to see see more mature projects in the space using those types of solutions and finally we end up with support solutions that are tailored specifically for web 3 like um mava or or or serit so this is the landscape of what's been used today but a more interesting question is what is it used for well we see that about 47% of all questions are related to transactions and that number is pretty consistent across different platforms we use for support um it's by far the biggest

category um which makes sense based on our business right um however talking to um multiple communities about how they do support I can tell you that this is more or less true uh across the space uh it's pretty consistent um of course there are exceptions based on the nature of the product that you're building but generally this is the case transactions tend to be the biggest category um and I think that's fair right um because transactions can be daunting at times uh we have found out that this is especially true for new users um being greeted with numbers and sometimes terminology um you don't understand can

be quite unsettling and racking up those 47% cool so some key takeaways I want to leave you with if you're thinking about setting up or designing support for your product so first of all keep in mind there's a chance 50% of your tickets are something to do about transactions um and then think of the user um think of the user find and prioritize user needs based on your product what I mean by that is that dumping all of the information on your user is rarely helpful um what I my advice here is to find the meaningful

ways your users are using your product or the the job that your users are using your product for and start Simple Start simple you can always add more you can always kind of like um reference everything that you want to and last but not least connected um wallet support experience can be super helpful um a 4-year-old wallet um will probably ask more sopis sophisticated questions compared to a brand new one or a wallet with high transaction volume of brand new year c20s is going to ask a specific type of questions compared to a low transaction volume wallet

transacting on well established defi protocols uh um right so that's what I want to leave you with uh we see some products kind of like um working with the connect wallet experience so we're headed in a in a in a good direction I think and that's me thank you thank you thank you we have a couple minutes left if there's any questions we can do live ones if you don't want to type it in and if not we can wrap it up early the most lightning of the lightning talks wow all right let's give it up for Stan thank you everyone thank you