Hello dYdX Community,
I’m Marina from the ACX International Support Team, responsible for assisting dYdX Chain users. As we review the fourth quarter of 2025 , we’re excited to share our User Support Progress Report with you.
During Q4 2025, the support team focused on responding more quickly and delivering a consistent experience across all platforms. Automation processes were further improved, and the team remained actively involved in community channels.
Key Metrics:
- Intercom Volume: 1385 chats.
- Average Responsiveness: 4 minutes.
- CX Score: 74.6%
(The CX Score measures user sentiment, resolution effectiveness, and service quality without relying solely on surveys.)
The ACX User Support team began handling Telegram support in addition to Discord, where we managed reward programs, competitions, and other user initiatives, providing clear and timely responses. Telegram support was expanded to ensure users received the same high level of assistance across all official channels.
Feedback from the community was reviewed regularly and shared with the relevant teams to help resolve inquiries and support new product feature rollouts. Despite the ongoing incidents and changes, the team managed to maintain a high level of support for all users and community members.
Throughout the quarter, the team stayed informed of and continued to evaluate and assist with QA new platform updates, reward systems, competitions, and third-party projects, ensuring confident and reliable support. Overall, Q4 showed steady improvements in efficiency and user satisfaction, while reinforcing trust through consistent and dependable support.
