Hello dYdX Community,
I’m Marina from the ACX International Team, dedicated on supporting dYdX chain users. As we assess the second quarter of 2025, we are excited to present our user progress report to you. In Q2 2025, we advanced user experience, support automation, and community engagement. We rolled out scalable resources, enhanced internal processes, and deepened our connection with the dYdX community.
Key Statistics:
Chat Volume: 1650 chats
Discord Chat Volume: 5500 interactions
User Satisfaction: 93%
Total Article Views: 95000
Most Viewed Articles: Supported default wallets on dYdX Chain, MegaVault FAQ, Equity Tiers and Rate Limits.
Most Addressed Cases: Withdrawal & Deposits, Chain and Trading.
Key Accomplishments
1. First Support Video Released
We launched our first official support video, “Wallet Connections Guide,” addressing a common onboarding question. It provides step-by-step guidance, improving self-service and reducing support tickets. More videos are in development.
2. Support Bot Optimization
The support bot achieved a 52% resolution rate, reflecting improved automation and faster user issue resolution.
3. Discord Engagement Strengthened
The User Support Team continued to strengthen community engagement on Discord by providing:
- Timely responses to user inquiries.
- Proactive support during product updates or disruptions.
- Consistent moderation to maintain a helpful and welcoming space.
This helped build trust, gather feedback, and maintain a high-quality support environment.
4. Reddit Support Integration
We began actively managing Reddit, ensuring consistent, helpful responses across major platforms and increasing our visibility in the broader crypto community.
Ongoing Initiatives
- More Support Videos covering troubleshooting and platform walkthroughs.
- Advanced Training for the support team to stay aligned with evolving platform needs.
Conclusion
Q2 marked meaningful progress in user education, automation, and community support. As we head into Q3, our focus remains on transparency, responsiveness, and scaling support to meet the needs of our growing user base.
