Hello dYdX Community,
I’m Marina from the ACX International Support Team, responsible for assisting dYdX Chain Community. As we review the First Quarter of 2026, we’re excited to share our User Support Progress Report with you.
Key Metrics:
- Intercom Volume: 3600 interactions
- Average Responsiveness: 5 minutes
- CSAT Score: 90%
- CX Score: 70%
(The CX Score measures user sentiment, resolution effectiveness, and service quality without relying solely on surveys.)
In Q1 2026, the support team operated in a rapidly evolving environment, aligning closely with ongoing product developments while maintaining a high standard of responsiveness and consistency across all support channels. As new features and updates were introduced, the team ensured that users received clear, accurate, and timely guidance.
A key focus during the quarter was the improvement of internal support tools and user-facing resources. The team worked on enhancing bot performance to increase efficiency and reduce response times. Additionally, efforts were directed toward developing educational and troubleshooting video content to support user self-service and improve overall accessibility of information. This initiative remains ongoing and will continue to evolve in tandem with the platform.
Support operations across Telegram and Discord continued to run seamlessly, with the team actively managing user inquiries, supporting community initiatives such as reward programs and competitions, and maintaining a dependable presence across channels. This approach ensured a unified support experience for all users.
Overall, Q1 2026,reflected a proactive and structured approach to support, with continued emphasis on operational efficiency, content improvement, and maintaining a high standard of user experience amid ongoing product growth.
