Web3 is a place of rules. Code is written clearly, mechanisms run flawlessly, and everyone knows that a good product is the truth. People usually discuss products, depth, rates, and constantly talk about technology and safety.
In this industry, in most cases, if you transfer to the wrong chain, no one will compensate you, if you get liquidated, no one will comfort you, they will just tell you "DYOR" (Do Your Own Research).
However, at this moment, some people say: "I am here."
As the head of Bitget's Chinese region, I usually discuss platform technology, product value, wealth effects, and brand growth. But I also know that often how many users a platform can retain depends on moments when users feel valued, heard, and understood. And what provides these are not systems, programs, or code, but our customer service.
The consensus in this industry is written on the chain; but human empathy is hidden in a sentence like "Are you doing okay?"。Technology determines whether a system can run, service determines whether users want to stay.
So today, I will share some real cases, without filters or chicken soup, sharing them authentically, hoping they will be seen.
1. Rebate Issues at Dawn, Trust is Harder than Mechanism
[The rest of the translation follows the same approach, maintaining the original structure and translating all text except content within <> tags]To avoid deductions, he began to avoid complex issues and reduce service risks.
After joining Bitget, the customer service assessment method changed, no longer focusing solely on ratings, but combining service details and improvement records. At work, problems can be quickly fed back, and the training process is clearer.
After the environment changed, his approach also adjusted. Facing questions like "Why do I need to bind Google verification for withdrawal", he started attaching screenshots and explaining step by step; for basic questions like "How to exchange coins", he would supplement the usage path of instant exchange.
The process hasn't changed, but the method has.
Not because someone asked him to do more, but because the system allows him to explain issues clearly.
8. He treated the problems before the streamer's live broadcast as his own project
In the process of pushing live trading business from 0 to 1, Mike was responsible for the overall implementation. The project involved multiple internal teams and external service providers, with immature processes, intensive coordination, and the goal of building a system centered on streamer user experience.
During the project, when service provider APIs frequently encountered errors, Mike didn't wait for repairs but worked with internal technical staff to sort out interfaces and debug logic until the issue was clarified. He understood that if the link had problems, the streamer couldn't go live.
On the night of launch, a KOL-level streamer had device abnormalities. Mike provided remote assistance on-site, from troubleshooting sound card recognition issues to allocating compatible resources, ultimately ensuring the live stream started on time. He said: "Launch is the starting point of experience, even if it's just one person, I hope she can go smoothly."
Besides the live streaming project itself, he would also fill in for other projects. For example, when problems occurred during the App customer service module launch, he actively joined the testing and participated in optimization.
He wasn't responsible for all modules, but in his view, user experience can't be segmented, and problems should be solved when they arise.
9. When DApp was inaccessible, he didn't let the process come first
By the end of 2024, a user found they couldn't enter the airdrop activity DApp after investing with SHIB. The reason was that the DApp was not whitelisted, and the system by default blocked access.
According to the normal process, adding a whitelist requires product evaluation, risk control approval, and testing coordination, which would take a considerable time. However, after understanding the full situation, Hiyoung didn't wait for review but thought: "Although this problem is small, it's a critical point for users. If we can go online quickly, we can directly improve user experience."
He immediately organized Wallet backend and testing personnel to push the launch. The issue was handled that night, and the next day, users successfully claimed rewards and expressed thanks on Twitter.
The entire matter didn't involve a process meeting or formal requirement document, but relevant personnel quickly reached a consensus and solved a niche but specific problem.
10. He created content and also echoed emotions
Harden is a social media team member and a long-term trader. He participates in content creation, not by choosing topics based on popularity, but by starting from user emotions, making videos that resonate with traders' feelings.
When BTC surged, he joked about the "merciless market" with short sellers; when the market plummeted, he used a Grab delivery rider as an analogy, connecting with Southeast Asian culture; when ETH's trend was weak, he didn't comment, just complained "not trying hard enough" with users; he even made content from a crypto investment perspective about Trump's inauguration.
These videos don't use "official language", yet users are willing to like them because the expression feels more like "standing together".
Topic selection isn't based on intuition. He checks comments, examines the relationship between likes and stay time, and even regularly checks comments and discussions on competitor platforms. When he saw users discussing Stop Loss, he created content around this topic, and the views exceeded expectations.
Some users said they like quiz challenge videos, and although the data isn't high, he still updates them regularly.
Harden said: "What we create is not just Crypto content, but something all financial investors can empathize with."
A few last words, won't disturb your trading
I wrote these 10 stories. Not because they are particularly "highlight-worthy", but because they would have originally just lie in the FAQ ticket system, silently archived where no one would see them.
Now, I hope you see them.
After all, even if Web3 is decentralized, don't decentralize human hearts. No matter how anti-censorship and distributed the system is, it always needs some "human will" to catch those moments about to fall.
