How to use on-chain data for customer support

Public blockchains are built on principles of decentralization, immutability and permissionlessness. On-chain data refers to all data that is stored on a blockchain. You can search for on-chain data by using a block explorer; however, information is often structured in a way that isn't user-friendly. Moreover, lots of unnecessary information is included that the user needs to be able to sift out.‍ There are many use cases for using on-chain data within the context of customer support, whether it understands a user's previous transaction history or their wallet balance.‍Requesting information from a user manually, such as their wallet address or transaction ID, before answering a support query wastes time and results in a worse support experience for the end user. Moreover, having to switch between different chat platforms and block explorers trying to figure out what's going on wastes time and lowers productivity.‍Mava enables you to automatically gather on-chain data from a user in a privacy-centric way - streamlining support queries and improving your community's overall support experience.

CSAT Score: Customer Support Metrics Explained

Using Mava, you can quickly gather customer feedback across multiple platforms, including Discord, Telegram and our Web Chat widget. You can then view your CSAT scores at an overall organization level and an individual support agent level. ‍A CSAT score of 80% or higher is considered great, and you should aim to have at least 25% of your customers providing feedback.

Customer Support in Web3 Is Broken

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