ShapeShift has maintained a stellar reputation of support through its centralized years, and as we transition to a DAO, I’d like to keep that same level (and make it even better) of support for users as they navigate the unchartered waters of DeFi. When interacting with one of your most prize possessions, YOUR CRYPTO, support and documentation should be readily available and frequently updated.
Below is the proposal to open the Support workstream and begin organizing for the needs ahead.
*** Why should people use this workstream? What is it for?**
This workstream will be for any DAO participants that want to contribute to the “D to C” (DAO>Customer) interactions relating to education, technical support, and funneling DAO news to users. Customer Support should remain a priority during this transition to ensure education is being disseminated accurately and clearly to users.
*** How exactly is this different than the other categories we already have?**
It will focus on the D to C relationship, bringing the human touch to the everyday interactions with the DAO… with an emphasis on documentation and DeFi education.
*** What is the mission of this workstream?**
Facilitating ease of use for experienced DeFiers and creating solid documentation and educational events for novice DeFiers.
*** What are the goals of this workstream?**
Establish a support team to respond 7 days a week to individual questions, create a public repository of documentation for the ShapeShift DAO features/services, and promote best crypto practices through educational documentation, events, and alerts.
*** What metrics can this workstream’s success be measured against?**
- Customer satisfaction surveys
- First touch ticket times
- Traffic to documentation (using Google Analytics)
- What should topics in this category generally contain?
- Support team proposal ideas
- Documentation ideas/suggestions
- International discussion on support (including translations and inclusivity)
- Crypto education (security best practices, little known facts on certain wallets/services, hacks in the crypto space)
- Do we need this category? Can we merge with another category, or subcategory?
Yes. This is a crucial pillar to the success of the DAO.
Will your workstream hold recurring meetings?
Yes. Weekly with appointed team members. Monthly with community members to teach processes on new features.