“Hey, devs? I know someone has probably already asked this, but when is the (x) update coming out?”
If you follow any small crypto projects in their early stages, I’m sure you have heard this line thousands of times. Even though there are probably countless resources out there to answer 90% of customers’ questions, we crypto heads love having direct communication with the devs.
With the rate of new developments coming out, amazing customer success is essential to earning early investors’ trust.
But what exactly is customer success?
In short, CS has to do with making sure each customer has a great experience with the product or service you are selling. This includes addressing any issues customers are having or looking for ways to improve their overall experience.
Customer success is a necessary part of any company selling a product or service because there are always going to be customers with unique issues and there are always ways to proactively improve their experience.
Customer Success in Crypto
When it comes to crypto, customer success plays an essential role. I can’t think of a single successful project that doesn’t have a great CS member on its dev team.
In the past, I’ve observed developers answer the same question pretty much every day for weeks, if not months. This role requires a ton of patience and empathy. I’d imagine that it’s also very difficult to deal with investors who are spreading FUD (fear, uncertainty, and doubt) in your Twitter comments and Discord channels.
Early investors need to know that any issue can be taken care of and any question can be answered in a timely manner to feel confident enough to invest a lot of money in your project.
For some investors, an unclear or late reply to a question can be enough for them to move on to the next prospect.
All new crypto projects need a dedicated customer success rep. Without having someone online 24/7 to assist investors with any potential issues, your project is probably NGMI. If you are serious about your project becoming successful, prepare to be terminally online!
