Utilizing On-chain Data for Enhanced Web3 Customer Service

Blockchain technology has revolutionized many aspects of our digital lives, opening new pathways for innovation. In this article, we explore a particularly important application of this technology, specifically how on-chain data can be leveraged to improve customer service within the Web3 ecosystem.

Understanding Blockchain’s Value

A blockchain is a transparent, decentralized digital ledger where information is recorded and verified publicly. What sets blockchain apart from traditional databases is its core features like decentralization, transparency, and immutability, which are all beneficial features for businesses operating (or going to operate) in the Web3 realm.

On-chain data refers to all data that is logged and stored on a blockchain network. On the other hand, off-chain data exists outside the blockchain, often stored in traditional databases. Ideally, the goal is to have as much relevant data on-chain as possible, taking into consideration the specific requirements and objectives of the blockchain application or project.

Extracting and Interpreting On-chain Data

For non-tech savvy individuals, one of the most common ways to view on-chain data is by utilizing a ‘blockchain explorer.’ These tools operate similar to search engines but are designed specifically for blockchains. It’s important to note that each blockchain typically has its dedicated block explorer. Popular block explorers include EthScan for Ethereum, BitScan for Bitcoin, and BscScan for Binance. Additional platforms like Dune, Nansen, and Messari offer more than just viewing on-chain data; they allow users to create personalized dashboards as well.

Despite the benefits of these explorers, interpreting on-chain data can be challenging for many. A solid understanding of blockchain technology and sometimes even smart contract code is required to make sense of the data, complicating navigation and analysis of the information provided by the blockchain explorers.

The Potential & Challenge of On-chain Data in Customer Service

Now, why is all of this relevant for customer service in the Web3 space? Accessing on-chain data can play a vital role in offering efficient support services for Web3 businesses such as DEXs, NFT projects, DeFi protocols and blockchain games.

When dealing with an issue, a support team might need to check a user’s previous transaction history or wallet balance. The current method of manually fetching this information through block explorers and communicating with the user involves many rounds of back and forth, switching between platforms, and risks misinterpretation of the given data, significantly lowering productivity. Therefore, there is a pressing need for an innovative tool that seamlessly integrates with the customer support workflow, reducing the time and effort required to access relevant on-chain data.

An Efficient Way of Using On-chain Data

MetaCRM provides a one-stop customer service solution that integrates both on-chain and off-chain data for customer support. In a single display, moderators can communicate with users, check on-chain activities, create tags, and collaborate with other staff. This integration greatly improves the efficiency and productivity of web3 customer support staff when addressing any issues that require sifting through on-chain data.

To improve overall customer service, projects can even utilize both on-chain and off-chain data to create different user groups and send out targeted notifications for marketing campaigns, project updates, new feature releases, and more.

In Conclusion

The inherent transparency of public blockchains makes on-chain data a powerful resource for customer service within the Web3 community. While challenges exist, such as complex data interpretation and inefficient platform switching, the potential benefits far outweigh them. In the future, in a world that blockchain is already mass adopted, the ultimate customer service undeniably hinges on more effective utilization of both on-chain & off-chain data and MetaCRM is ready to help

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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