This article is part of our Web3 Customer Support Case Studies series.

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Web3 infrastructure products operate in highly trust-sensitive environments, where Web3 customer support plays a critical role in adoption and credibility. For protocols dealing with identity, compliance, and security, fast and transparent community support is non‑negotiable.

In this Community Spotlight, we explore how 0xKYC, a Web3 identity and compliance solution, uses Mava to manage community conversations, streamline customer support workflows, and scale support across Discord.

What Is 0xKYC?

0xKYC is a Web3-native identity and compliance protocol designed to help teams verify users while preserving decentralization and privacy. By enabling reusable and on-chain compliant identity primitives, 0xKYC helps Web3 projects meet regulatory requirements without compromising user experience.

Because identity sits at the core of trust, community communication and customer support are essential to 0xKYC’s growth and adoption.

The Challenge: Supporting a Trust-Critical Web3 Product

As adoption grew, 0xKYC faced common — but high-stakes — Web3 customer support challenges:

• High volumes of technical and compliance-related questions
• Community-first support happening primarily on Discord
• Need for fast response times to maintain trust
• Limited team bandwidth during launches and integrations

Traditional ticket-based helpdesks were not designed for public, real-time Web3 community support.

Why 0xKYC Chose Mava for Web3 Customer Support

0xKYC adopted Mava, a customer support platform built for modern SaaS and Web3 teams, to bring structure and scalability to community support.

The team chose Mava because it:

• Centralizes Discord customer support into a shared inbox
• Enables internal collaboration without losing public context
• Supports support automation for repetitive questions
• Helps teams track and improve Web3 customer support metrics

This allowed 0xKYC to treat customer support as a strategic function rather than a reactive one.

How 0xKYC Uses Mava in Practice

Unified Discord Support Inbox

0xKYC uses Mava to manage all incoming Discord support conversations in one place, ensuring that no question is missed and that ownership is always clear.

Faster and More Consistent Responses

With structured workflows and conversation assignment, the team can respond quickly and consistently — even during periods of high community activity.

AI-Powered Community Support Automation

Mava’s automation features help handle frequently asked questions related to integrations, documentation, and onboarding, reducing manual workload while keeping responses accurate.

Turning Support Into Product Feedback

Support conversations often surface confusion or friction before it appears elsewhere. Mava helps 0xKYC surface recurring issues and feed insights back into product and documentation improvements.

Tracking Web3 Customer Support Metrics With Mava

To maintain a high standard of support, 0xKYC tracks key customer support metrics using Mava, including:

• First response time to ensure fast community replies
• Conversation volume to understand demand trends
• Support topics to identify documentation gaps

These metrics help the team continuously improve both support quality and product clarity.

Results and Benefits for 0xKYC

By using Mava, 0xKYC has been able to:

• Improve response times in Discord
• Maintain trust through transparent communication
• Scale Web3 customer support without growing headcount
• Turn community questions into actionable product insights

For identity-focused Web3 products, these benefits directly impact credibility and adoption.

Key Takeaways for Web3 Teams

0xKYC’s experience highlights several lessons for Web3 teams:

• Web3 customer support is foundational to trust, especially for infrastructure products
• Discord-first communities need purpose-built support tools
• Automation improves scalability without sacrificing quality
• Support data can meaningfully guide product and documentation decisions

About Mava

Mava is a modern customer support platform built for SaaS and Web3 teams. It helps teams manage Discord and Telegram support, automate customer support workflows, and turn community conversations into product insights.

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