bDAO Product Support Center Season 3 Proposal

PROJECT CHAMPIONS

nonsensetwice#3475, Steff#7452, zrowgz#4358

PROGRAM NAME & MULTISIG ADDRESS

BanklessDAO Product Support Center
0x3625Ad553A38A647B0Dedb0b176c3b97a8dc2f8D

I. Summary
II. Background
IV. Specification
VI. Roles
VIII. Success Metrics

SUMMARY

The BanklessDAO (hereafter “bDAO”) products are becoming powerful tools for supporting the growth of bDAO and other communities. These products are rapidly coming to market. Being live in numerous servers necessitates having a place where users can reach out and find help in using these new products, suggesting feedback, and helping others to create a community of people enthusiastic about the growth of the product.

The bDAO Product Support Center will be a place where users can come to get help with any bDAO product. This service would be made available to any project, product, or team within bDAO. This would allow for a less overwhelming experience than attempting to seek the support within the bDAO server and also take the strain off of the ever-increasing channel count in the bDAO server. The user-facing support documentation is currently being developed via GitBook with the purpose of creating a one-stop shop where all support documentation will be found.

BACKGROUND

This initially started as a side project of DEGEN, where instead of attempting to support users through DMs, or within the main bDAO server, the DEGEN Workgroup created a Product Support Center to fulfill the growing need to provide product support for DEGEN’s POAP feature set. This provided a more open and decentralized way to communicate support news and important updates with all users and teams. Additionally, this support included helping users get DEGEN up and running on their server, answering individual questions, educating on DEGEN’s functionality, gaining feedback, and checking the pulse on what additional features might be desired to inform product development.

With DEGEN now in 100 servers, this demand is likely to increase. The Product Support Center has been well received by DEGEN’s user community and has made it possible for the team to focus on feature development while achieving a high level of client satisfaction. Looking at bDAO’s vibrant ecosystem, we believe many projects will soon be in a similar situation where they’ll need to provide client support for their products and services, both internally and externally. DEGEN’s existing support center is situated to become a DAO-wide endeavor to provide a single point of contact for everything support-related and to ensure a unified and high quality customer experience across all bDAO products and services.

The bDAO Product Support Center has seen a significant growth in users over the latter half of Season 2, continuing on into early Season 3. With this single product, DEGEN, now being live in over 100 servers, the average rate of new joiners has climbed to approximately 10-20 users per day, growing from 100 users at the beginning to currently just shy of 500. This growth has allowed for improved client interactions, and has allowed for greater engagement in the DEGEN user community. As the bDAO Product Support Center has evolved, we have seen the user community grow to engage with and support one another, over and above the support offered by bDAO and DEGEN staff.

The bDAO Product Support Center will be made available to any team or project that desires to have support offered for their product. This will help alleviate the congestion within the main bDAO server and offer participating teams and projects the opportunity to build communities around the support of their respective products.

As part of this endeavor, we have developed user guides for the products being created, which includes  documentation with graphics & how-to videos demonstrating the operation of the product. There is significant growth opportunity in helping to replicate this for any of the bDAO products that are being developed and soon to be deployed. 

With the rapid increase in users in the server, we have also begun developing strategies useful in access, moderation, and coordination. These services will also be available to bDAO at large if desired, in helping to establish the newest methods for preventing spam and reducing the proliferation of malicious bots.

MISSION & ALIGNED VALUES

The mission of the bDAO Product Support Center is to improve the ease of access to the ecosystem of products being created within bDAO. In the long term, this is mission-aligned with the DAO’s goal of onboarding 1 billion people into crypto. The greater the ease in which external communities can utilize bDAO products and services, the more effort users can place in areas that will help continue to drive the adoption of cryptocurrencies and related services.

The bDAO Product Support Center will be available to anyone wishing to utilize it, and will make this more accessible to external clients looking to get support on a product by having a location and support community readily available 24/7. This will also allow the teams and projects to maximize their productivity by having the support routed for them, with user errors and basic questions answered by the support team and surrounding community.

This will also promote equality and openness, as well as maximize the utilization of the bDAO resources: 
  • Equality: available to any bDAO team, project, or product.
  • Openness: allows anyone to participate, gives a structured location where discussions can happen in public rather than back room chats for help requests, which can then benefit future users experiencing similar issues.
  • Maximize resource allocation and utilization: allows teams to have a shared location where basic support questions can be resolved without the intervention of more expensive dev teams; allows for the collection of common questions and issues to be readily added to the user guides; and builds a community of clients who are highly engaged with the product and can offer suggestions for improvements, which will enhance the value of bDAO’s products and services.

SPECIFICATION

This proposal advocates for the expansion of the bDAO Product Support Center to meet the anticipated demand for Season 3, such as:
  • further the growth and adoption of Bankless-related products hosting their support on the server,
  • working closely with mature bDAO projects, such as Bounty Board, to integrate product support solutions. This will include working closely with the project champion or assigned representative to help train and educate the bDAO Product Support Team on the products being integrated,
  • Work with projects to provide training and product demonstrations for both support staff and clients,
  • promote the bDAO Product Support Center for the purpose of creating a DAO-wide product support solution with a unified client experience, high quality client service, and high level of client satisfaction, and
  • encourage participant engagement by way of:
  • Hosting live demonstrations of each product.