Hello dYdX Community,
I’m Marina from the ACX International Support Team, dedicated to assisting dYdX Chain users.As we review the third quarter of 2025, we’re excited to share our User Support Progress Report with you.
During Q3 2025, the User Support Team continued to build on the momentum from Q2, focusing on enhancing user experience, expanding automation, and strengthening community engagement. By scaling support resources, optimizing internal workflows, and broadening our multi-platform presence, we aim to deliver fast, transparent, and reliable assistance to all users.
Key Statistics:
Intercom Volume: 1520 chats
Responsiveness: 5 Minutes.
CS Satisfaction Survey Rate: 97%
CX Score: 73.8% The CX Score measures how customers feel about their support experience. It gives full visibility into Customer sentiment, Resolution status, Service quality, without relying on surveys.
Most Addressed Cases: Withdrawal & Deposits, Chain and Trading.
Major Accomplishments
1. Support Bot Optimization & Automation Expansion
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Achieved a 62% resolution rate in Q3 — a significant improvement from Q2.
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The automated support bot efficiently resolves common user issues, speeding up response times and enhancing the overall support experience.
2. Discord Community Engagement
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Maintained active, proactive support across key Discord channels.
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Implemented ticket handling on Discord, ensuring that user inquiries are tracked, prioritized, and resolved efficiently.
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Gathering feedback on support quality, community sentiment, and desired platform features.
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Continued moderation and educational initiatives, including pinned posts and curated resources to minimize repetitive inquiries.
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Strengthened trust and delivered a consistent, high-quality support experience in one of the most active user communities.
Ongoing & Upcoming Initiatives
Advanced Training for Support Team
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Monthly programs focused on technical updates, troubleshooting, and platform features.
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Real-time knowledge-sharing sessions for complex cases.
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Objective: Maintain expertise, consistency, and high-quality support as platform complexity grows.
Conclusion
Q3 2025 reflects continued growth and user-focused excellence. Our priorities are scaling support operations, strengthening multi-platform community engagement, and empowering users through self-service and proactive support. We remain committed to delivering a fast, reliable, and world-class support experience that builds user confidence.
