Hello dYdX Community,
I’m Marina from the ACX International Team, dedicated on supporting dYdX chain users. As we assess the first quarter of 2025, we are excited to present our user progress report to you. This report outlines the major accomplishments and ongoing initiatives that have contributed to the platform’s growth and the improvement of our services enhancing user-centric support, communication, and community engagement. Key achievements include the successful launch of quarterly webinars and community calls with the dYdX team, improvements in our bot’s efficiency, and the strengthening of relationships within the Discord community.
Key Statistics:
Median First Response Time: 3 minutes
Chat Volume: 2200 Chats - 110 escalated cases.
User Satisfaction: 94% (^93%) CSAT Score
Total Article Views: 75000 views (^37000)
Most Viewed Articles: Supported default wallets on dYdX Chain, Mega Vault FAQ, Equity Tiers and Rate Limits
Most Addressed Cases: Withdrawal & Deposits, Trading and Banned Accounts.
Discord Chat Volume: 2000 discord interactions
AI agent Resolution Rate: 52% (^13%)
AI agent Deflection Rate: 54% (^14%)
Major Accomplishments and Enhancements
1. Webinar and Community Calls with the dYdX Team
In the first quarter of 2025, we made considerable strides in both user engagement and transparency, with a focus on improving communication with the community and providing additional support resources. A key initiative has been the launch of quarterly webinars and community calls in collaboration with the dYdX team. These calls are designed to keep dYdX community informed and engaged by providing a platform for in-depth discussions about new feature launches, future product developments, and reports for the platform. This transparent communication helps foster trust within the community, allowing users to provide feedback directly to the team while also getting a closer look at the plans for future enhancements. By facilitating open lines of communication between the platform’s developers and the user base, we aim to create a more connected and informed community.
2. Bot Enhancements and Workflow Improvements
- The bot’s resolution rate increased to 52% this quarter, marking a 13% improvement from the previous quarter. This reflects its growing efficiency in handling user inquiries and enhancing self-service capabilities.
- Advanced CRM features are being implemented to further enhance the bot’s functionality, ensuring more personalized, customized, and professional interactions. These improvements aim to provide users with a seamless and tailored support experience, making assistance more relevant and efficient.
3. Strengthening Discord Community Support & Engagement
This quarter, the User Support Team successfully fostered engagement and built a trusted relationship with the Discord community. Through proactive interactions, timely assistance, and consistent moderation, we have strengthened user confidence in the support system, ensuring they feel heard, valued, and supported within the dYdX ecosystem.
Ongoing Improvements and Enhancements
1. Continuous Training for User Support Team
As we enhance the platform, maintaining high-quality service and support remains a key priority. To meet the needs of a growing user base and increasingly complex features, we continue to invest in training for our support team delivering world- class user support experience. This ensures they are equipped to handle both routine and complex technical issues efficiently. Regular updates on technical knowledge, troubleshooting techniques, and platform changes ensure our team is always prepared to deliver exceptional support.
2.Discord Community Management
We have made significant strides in managing our Discord community. Recognizing it as a key platform for user interaction and support, we continue to actively moderate discussions to ensure timely assistance and maintain a positive environment. Through consistent engagement, we address inquiries, share updates, and offer essential support. Effective community management remains vital to cultivating an informed and engaged user base.
3.Direct Access for Seamless Resolution and Escalation
We have established direct access to third-party partners and internal departments to streamline case resolution. This collaboration enables efficient follow-ups and escalations when necessary, ensuring timely resolution of user concerns. By maintaining open communication channels with both external partners and internal teams, we are addressing inquiries promptly and reducing delays.
Future Enhancements and Strategic Developments
1.Webinars and Community Calls with the dYdX Team
Looking ahead to Q2 2025, we have planned two webinars as part of our commitment to enhancing user involvement and providing timely updates on platform developments. This initiative will be an essential component of our efforts to maintain an informed and engaged user base as we progress with future platform enhancements.
2.User Support Video Collaboration
We plan to partner with the Marketing team to produce a series of support videos that will be published on the dYdX platform. These videos will serve as a valuable resource for users seeking assistance with common issues and troubleshooting. The creation of these videos will reflect our commitment to empowering users with the knowledge they need to navigate the platform effectively. The videos will cover essential inquiries and highlight best practices, offering clear, step-by-step guides to enhance the user experience. By providing these resources, we aim to reduce the need for direct support interventions, enabling users to quickly and independently find answers to their questions.
Conclusion
This quarter has been a period of growth, learning, and strategic improvements. Looking ahead to the next quarter, we remain committed to further enhancing user engagement and support. Our upcoming initiatives, such as additional webinars, a series of user support videos, and continued community management efforts, will ensure that we stay connected with our user base and provide them with the tools and resources they need. By prioritizing continuous improvement, we aim to create a more efficient, informed, and satisfied community moving forward. We are excited about the progress made so far and are looking forward to continued success in the coming months.
