Today's guest is Clemens Behrend. He helps Web3 companies to improve their Customer Experience. Clemens holds a BSc degree in Economics and has a rich background in building customer-facing support solutions in Web 3. He spent over five years building Bitpanda's customer support/community department from scratch and scaling it from pre-seed to unicorn.
The world of customer service and success is changing rapidly, particularly in the digital landscape. As companies move towards decentralized technologies such as Web3 and the Metaverse, new challenges and opportunities arise for customer service. In this article, we explore the insights and opinions of an experts in the field of customer service and customer success Clemens Behrend, on the future of customer service in Web3 and the Metaverse.
Clemens Behrend, founder of Web3cx.io, emphasizes that customer service is critical to the success of any business, especially in Web3. He notes that many companies in the gaming industry are not doing well when it comes to customer service. In Web3, customer service needs to be frictionless and integrated within the Metaverse product. This means that customers should be able to get help without having to leave the virtual world or take off their VR headset.
Moreover, customer service can be a valuable tool for building a strong community. By solving customers' pain points and providing excellent service, companies can turn customers into loyal advocates for their brand. Community management is a critical aspect of customer service in Web3, and by solving customer issues, companies can foster positive experiences and encourage long-term engagement.
According to Clemens, community management should be done differently from traditional marketing agencies. Instead of creating hype and promoting the token or product, companies should focus on solving customers' pain points and providing value to the community. By doing so, companies can turn community management into an extended customer service function, leading to happier and more loyal customers.
In Web3, customer success will be all about protecting customers from risks and educating them about the market. Trading platforms need to provide stability within the cryptocurrency protocol and teach customers how to manage risk. Companies need to focus on educating their customers, providing strategies, and teaching them when high-risk events are coming up. By doing so, they can protect their customers from losses and build stronger relationships with them.
However, one of the biggest challenges facing companies in Web3 is ROI management. Many CFOs don't understand the return on investment in customer experience or customer service. Companies need to translate the numbers into financial terms that are easily understood by the CFOs. Instead of reporting the number of complaints, companies need to report on the financial loss that the company could face if customers leave.
The Metaverse is a rapidly growing concept in the tech world, with incredible potential for community building. Joeri highlights that it can bring people from all over the world together to share ideas and experiences. However, there are challenges that need to be overcome before the Metaverse can reach its full potential, particularly in customer service.
Clemens emphasizes that customer service is often lacking within the Metaverse, with users forced to exit the product and contact customer service via traditional methods. He stresses the importance of providing a seamless customer service experience within the Metaverse to encourage adoption and testing from users. Additionally, the Metaverse has the potential to revolutionize workforce management by setting up virtual offices that can monitor employees just as they would in a physical office.
In conclusion, the future of customer service and success in Web3 and the Metaverse is evolving rapidly. By prioritizing pain point resolution, education, and stability, companies can provide customers with a seamless experience within this new virtual world. Companies need to focus on educating their customers, providing strategies, and teaching them when high-risk events are coming up to protect them. With these efforts, companies can pave the way for a bright future in the Metaverse.
