Case Study: Radiant Capital Doubles Down on User Experience: 32% Faster Support & 56% Quicker Bug Fix Time with MetaCRM.

MetaCRM not only helps us efficiently handle a large influx of tickets, but also significantly improves our internal processes with features tailor-made for DeFi projects. With MetaCRM, Radiant’s users can now freely open tickets in many support channels and enjoy swift resolutions from our team. I would recommend MetaCRM to other DeFi peers without hesitation! — Liam, Radiant Core Team

What is Radiant Capital?

Radiant Capital is a DeFi platform designed to streamline cross-chain borrowing and lending activities. It enables users to deposit any major crypto asset on any blockchain and borrow against it in a variety of supported assets across multiple chains, addressing the challenge of liquidity fragmentation in the DeFi ecosystem.

By allowing users to deposit assets like wBTC on one chain (e.g., Arbitrum) and withdraw different assets like ETH on another (e.g., Ethereum mainnet) without navigating through complex transactions, Radiant consolidates liquidity from the top alternative layers, estimated at around $22 billion. This not only simplifies cross-chain transactions but also enhances the overall DeFi borrowing and lending experience by leveraging interoperable solutions and focusing on security and manipulation resilience.

Challenges

Long process — Whenever an issue is raised, a daunting communication process ensues, involving a lot of back-and-forth between users and Radiant’s moderators. From collecting wallet addresses and screenshots of error messages to identifying where the problem might occur and relaying it to the developers for a solution, it can take several days before one user’s problem is resolved. Now, imagine if there are 100+ tickets awaiting assistance.

Cross-chain profile — Being a cross-chain lending protocol adds another layer of complexity when it comes to assisting users. Moderators need to access users’ activities and assets across multiple blockchains before providing an appropriate response, which only serves to prolong the customer support process. Even if working diligently, the turnaround times for these inbound requests might not improve based on the nature of the issues. Consequently, the workload for the moderators starts piling up and tickets begin to go unanswered.

High Technical Requirement — This complexity also extends to the technical expertise needed for each support ticket. Moderators frequently consult developers for assistance, leading to a challenging internal communication process that involves extensive back-and-forth exchanges. This, in turn, increases the wait time for users.

As the community continues to grow, Radiant turned to MetaCRM for Service for a comprehensive solution.

Change

MetaCRM for Service consolidates inbound requests from all support channels such as Radiant’s support center, website widget, and Discord into a single portal. This eliminates the need to constantly check various support channels for new messages. The chatroom setup also allows exclusive communication between users and moderators, preventing any message being buried or ignored

More importantly, while assisting users, moderators can refer to users’ cross-chain profiles displayed on the same screen of the chatroom. MetaCRM for Service aggregates cross-chain data and organizes it into different tabs based on the various features that Radiant offers, such as lending, staking, vesting, and default lock length. Moderators can quickly switch between different tabs and identify where the problem might be, allowing for swift resolution

User’s cross-chain profile readily available

The MetaCRM back-end portal also enhances team collaboration through the integration of various third-party software. For instance, moderators can leverage GitHub integration to seamlessly create a GitHub issue from the same ticket screen. This notifies developers about technical issues that need resolution or any bug reports, thus increasing support efficiency

Impact

After integrating with MetaCRM for Service, Radiant began to see a change in the patterns of behavior from both their users and moderators.

Firstly, they observed an 31% increase in the number of tickets received for reporting bugs, asking questions, and making partnership and collaboration inquiries. Users became more inclined to communicate through a comprehensive customer solution system rather than sending direct messages, which risked being ignored or scammed.

Secondly, moderators also noticed significant improvements in response time and service efficiency. They could not only view all tickets in a consolidated portal but also had access to users’ cross-chain profiles readily available while providing assistance. The many in-app features & tools also helped speed up the support process. Moderators now spend 32% less time resolving reported issues and were able to address 80+% of the tickets within the first 24 hours, thereby fixing its ticket backlog problem.

Radiant mod addressing 80+% tickets within the first 24 hours

Last but not least, the internal communication process also received a revamp. The integration with GitHub allows moderators to pass any bug reports & chat history directly to the developers, reducing bug fix time by 56%.

With MetaCRM, there has been significant improvement not only in customer support quality but also in the customer service experience. Furthermore, maintaining an active and open communication channel with Radiant boosts engagement and trust among users. This is a huge step forward in creating an interactive and loyal user base

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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