MetaCRM

Jul 03, 2024

Radiant Capital is an omnichain money market that allows users to deposit any major asset on any major blockchain and borrow a wide range of supported assets across multiple chains. After launching V2, Radiant quickly became the third-largest DeFi protocol on Arbitrum and consistently one of the top 5 DeFi protocols on BNB. Radiant currently has around $260 million in TVL across Arbitrum and BSC and is still growing at a significant pace with the goal of onboarding the next 100 million DeFi users.

Cross-chain customer support challenges

Due to the cross-chain nature of Radiant, customer support for the project can be challenging and sometimes time-consuming. When users encounter an issue, they often lack the complete picture of what went wrong. Therefore, when receiving a ticket from one of the support channels (e.g., Discord, Telegram), moderators frequently need to request users to provide transaction IDs, screenshots of the issue, and wallet addresses.

This process can involve multiple rounds of back-and-forth communication before all the necessary information is gathered, allowing the support team to escalate the issue to developers for a solution.

Consolidates support channels & cross-chain data

MetaCRM not only consolidates all support channels into one portal but also displays all cross-chain data in a unified view. Within the same window, moderators can use the chatroom to respond to users while simultaneously checking the on-chain activities associated with the user’s wallet address.

From lending and borrowing amounts to transaction history, stake history, lock history, and vesting history, every interaction between the wallet address and Radiant is documented and readily accessible to moderators at their fingertips.

The transparency also enables moderators to accurately replicate issues and share them with developers for further improvements.

MetaCRM provides one integrated package of all the peripheral background info such that the user can describe an issue without providing all the necessary information, mods can still spot and resolve the issue easily in one tool
— Hung Vu, Radiant DAO Admin

Tiering customers for more accurate support

In addition to enhancing the quality of customer service, MetaCRM allows moderators to create customizable tags for further user segmentation. Effective customer segmentation is essential for more accurate customer service. Radiant can leverage this feature to send targeted notifications to specific user groups.

For instance, Radiant can proactively notify whales and VIPs about upcoming integrations with new chains, ensuring they have the opportunity to capitalize on these events

MetaCRM enhances web3 user experience

MetaCRM plays a vital role in streamlining customer support by consolidating and displaying cross-chain data in a single portal. This integration significantly reduces communication time, leading to an improved user experience and alleviating the task load of moderators. We remain committed to working with Radiant to refine and introduce more customized features, ensuring a seamless user journey.

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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