I’m Marina from the ACX International Support Team, responsible for assisting dYdX Chain Community. As we conclude the Second Quarter of 2026, we are pleased to share our User Support Progress Report, providing an overview of key performance highlights, operational achievements, and the continued efforts made to enhance the overall user experience.
Key Metrics:
- Intercom Volume: 2800 interactions
- Average Responsiveness: 5 minutes
- CSAT Score: 92%
In Q2 2026, the support function became more tightly integrated with the broader dYdX ecosystem, working closely with internal teams and external partners to ensure user issues were handled consistently and without delay across all channels.
A key area of focus during the quarter was improving support automation through ongoing bot training and workflow refinement. The automation layer was updated continuously using real user queries which improved intent recognition, categorization, and routing. As a result, routine requests were handled efficiently, while more complex or technical issues were escalated to the right support or engineering owners more reliably.
The support team also worked more directly with product, engineering, operations, and ecosystem partner teams, ensuring that user-facing issues were quickly surfaced and aligned with fixes, updates, or clarifications. This reduced back-and-forth and helped improve communication consistency during releases and product changes.
At the same time, Telegram and Discord support channels were managed more actively as structured community support spaces. Beyond handling user questions, these channels were used for real-time coordination and technical incidents, helping improve visibility and response times across the user base.
Overall, Q2 2026 reflected a more connected support model, with stronger collaboration across dYdX teams, improved automation in day-to-day support handling, and a more structured approach to community channel management as the platform continued to scale.
