Case Study: 23% Faster Answers, 32% More Happy Users: THENA’s Support Transformation Boosts Engagement

“MetaCRM has made providing customer support so much easier. Our moderators are able to provide the same quality of service but in a shorter amount of time. MetaCRM’s numerous tools and third-party integrations facilitate smoother and safer communication between moderators and users. I would 100% recommend MetaCRM to any project that’s looking to foster a better relationship and engagement with their users!” — Xermes, THENA Core Team

What is THENA?

THENA operates as an advanced Automated Market Maker (AMM) on the BNB Chain, designed to enhance the DeFi ecosystem by optimizing liquidity provision and fee generation. It achieves this through innovative mechanisms such as gauge voting and a bribing marketplace, which allow stakeholders to dynamically allocate liquidity incentives to the most efficient pools based on real-time demand and performance.

This system not only aims to maximize fee generation but also to address common inefficiencies in liquidity mining by ensuring incentives are placed where they can generate the most value. THENA provides a platform where protocols and users alike can contribute to and benefit from a more effective and equitable liquidity layer.

Challenges

Complex Mechanism — THENA’s mechanism is complex, requiring users to perform several interconnected actions involving various types of tokens and multiple transactions. While providing assistance, moderators must first identify the type of issue the user is having, determine at which stage of the action the issue appeared, and then try to resolve it as soon as they can. Due to the complexity, the support process often takes longer than desired

Beginners need more help — Similarly, the complicated nature of THENA also creates a steeper learning curve for new users to fully understand what’s going on. Moderators frequently receive repetitive questions such as how THENA works, what are the different type of tokens, and terms explanation. The drawn out process of learning how to use THENA reduces user’s willingness to participate in the project, leading to lower conversion and engagement rates.

Complex mechanism poses steep learning curve for beginners

Lack of efficient support channels — Most users also seek help via messaging tools such as Telegram and Discord. However, these platforms are designed primarily for communication, not customer service. As THENA expands, its Telegram channel is overwhelmed with messages, making it difficult to identify those seeking help. Additionally, Discord DMs become hazardous as scammers impersonate official support staff, targeting regular users. Moderators are forced to juggle multiple applications to manage the influx of requests from both users and other projects.

Change

Within MetaCRM’s back-end portal, moderators can quickly check user’s on-chain transaction. This allows them to quickly identify where an issue occurs and resolve it as soon as possible. Moderators also have the option to collaborate with other support staff to manage more complicated tasks, enhancing both reply efficiency and quality.

In addition, MetaCRM developed a standalone support center for THENA, integrated MetaCRM front-end widget on their website and installed our Discord ticket bot to THENA’s server. Users can freely choose whichever support channel they prefer, and moderators will see tickets from all support channels consolidated in the MetaCRM back-end portal, creating seamless communication between moderators and users. Other projects are also more inclined to inquire about collaboration or partnership opportunities via official support channels.

When encountering new users, moderators can now utilize our macro feature and tools to speed up response times for any repetitive questions and explanations of terms. The macro feature and tools allow projects to create pre-saved answers to frequently asked questions that can be referred to when being asked by users, and seamless integrate the whole customer service workflow.. The swift response from moderators facilitates a smoother learning process for users, thereby increasing the engagement rate and their willingness to start using THENA’s service

Impact

The integration of MetaCRM for Service significantly enhanced moderators’ efficiency and service quality through features such as Discord notifications and macros. THENA’s moderators managed to review and resolve tickets faster than before. This reduced the average solving time per ticket by 23% and cut the number of unsolved tickets in 7 days to about 1.5% of total volume.

THENA mods reducing average ticket solving time by 23%

The introduction of multiple support channels (e.g. Front-end widget, Discord ticket bot, and the support center webpage) provided users with more direct and immediate assistance, boosting their engagement with the project. This led to a 32% increase in tickets received by THENA. Surprisingly, project collaborations and partnership inquiries also rose by 28% after the integration, probably due to more channels of interaction.

Lastly, THENA’s managing team can now review our “Customer Service Dashboard” to assess in-depth analytics. The dashboard enables next-level insights for management, which could not be reviewed before. For example, THENA team could now identify which channel collected more “partnership inquiry” than others, or identify whether the new product features and updates are being adopted smoothly by noting any sudden increases in bug reports within last 7 days.

THENA showing love for MetaCRM’s service

In short, the introduction of MetaCRM for Service has helped THENA not just improve user satisfaction, but also increase user retention and acquisition. By lowering the entry barrier and increasing the number of available support channels, more users can take advantage of THENA’s impressive product with ease, knowing that MetaCRM has their back

About MetaCRM

MetaCRM empowers Web3 businesses with a comprehensive AI-driven CRM + On-chain Marketing suite designed for the unique challenges of the decentralized ecosystem. Available on 17 chains ($88B in TVL), MetaCRM is adopted by 50+ projects including Curve, Kelp DAO, Manta, Mantle, and Magpie. Investors including Blockchain FF, Red Building Capital, Cherubic VC, Mr Block and Ondine Capital.

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