# dYdX Chain 2025 Q3 User Support Progress Report

**URL:** <https://dydx.forum/t/dydx-chain-2025-q3-user-support-progress-report/4598>\
**Category:** dYdX Chain\
**Created:** [October 20, 2025, 12:21pm UTC](https://dydx.forum/t/dydx-chain-2025-q3-user-support-progress-report/4598 "2025-10-20T12:21:05Z")\
**Posts on this page:** 1\
**Page:** 1

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**Author:** ![Marina90](https://dub1.discourse-cdn.com/flex013/user_avatar/dydx.forum/marina90/32/1985_2.png) [@Marina90](https://dydx.forum/u/Marina90)\
**Post date:** [October 20, 2025, 12:21pm UTC](https://dydx.forum/t/dydx-chain-2025-q3-user-support-progress-report/4598/1 "2025-10-20T12:21:05Z")

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**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**

- Achieved a **62% resolution rate** in Q3 — a significant improvement from Q2.

- The automated support bot efficiently resolves common user issues, speeding up response times and enhancing the overall support experience.

**2. Discord Community Engagement**

- Maintained active, proactive support across key Discord channels.

- Implemented ticket handling on Discord, ensuring that user inquiries are tracked, prioritized, and resolved efficiently.

- Gathering feedback on support quality, community sentiment, and desired platform features.

- Continued moderation and educational initiatives, including pinned posts and curated resources to minimize repetitive inquiries.

- Strengthened trust and delivered a consistent, high-quality support experience in one of the most active user communities.

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# Ongoing & Upcoming Initiatives

**Advanced Training for Support Team**

- Monthly programs focused on technical updates, troubleshooting, and platform features.

- Real-time knowledge-sharing sessions for complex cases.

- Objective: Maintain expertise, consistency, and high-quality support as platform complexity grows.

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### **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.

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 ![Q3](https://europe1.discourse-cdn.com/flex013/uploads/dydx/original/2X/3/3674d45afe00a8ab36c99cd306c494ce2a08c830.png)

 ![Metrics Q3](https://europe1.discourse-cdn.com/flex013/uploads/dydx/original/2X/3/3c1c44c1bf0ec4f15c5ab3ae64f74a943d2f0d22.png)

 ![Bot Q3](https://europe1.discourse-cdn.com/flex013/uploads/dydx/original/2X/1/1ea52748d379477dd3779bb4761b7291caa05a36.png)

 ![CASES Q3](https://europe1.discourse-cdn.com/flex013/uploads/dydx/original/2X/4/4bb08632a730bbaa6bbf67b863d248b4dfd5fcd9.png)