Blockchain is the technology that never sleeps. There is no opening and closing bell. Protocols tick along, 24/7, 365 days a year.
Cryptocurrencies are fluid and ever changing. The waves of market volatility and fluctuations crash against the companies building the blockchain solutions of the future. Such changes are par for the course in our industry.
Against such conditions, Blockdaemon stands firm. Our robust tech stack and expert engineers help us navigate the turbulent waters of change. We traverse these shifting vistas successfully on behalf of our clients. We guarantee the quality of service that many companies rely upon.
Our proven track record is testament of this fact. It is why we are trusted to operate over 12,000 Ethereum 2.0 nodes, along with thousands of other nodes across over 40 networks. It is why billions of dollars worth of tokens are staked to Blockdaemon validators.
However, technical expertise is only one pillar of our customer-centric approach. Communication is just as important.
We strongly believe that customer service is paramount to our clients’ successes. We have long recognized its importance. That is why we have developed a world-class customer service strategy. This service helps our clients prevail, even in the face of market variables.
In this post, we’ll look at the following:
- The importance of blockchain customer service
- How Blockdaemon guarantees a gold-standard customer service
- How to benefit from Blockdaemon’s customer service
The importance of blockchain customer service
Blockchains are fundamentally concerned with the transfer of value and data. These elements demand highly responsive customer service.
Blockchains are built with reliability, immutability and sound money at the core. However, networks are not static. Changes cause disruption to users when they’re not adequately communicated. History has shown us that customer service is needed to respond to a number of events:
1. Hard-forks and soft-forks
Network upgrades often fix bugs and introduce new features. This helps a blockchain’s functionality. It helps a protocol remain competitive. Ethereum’s many network hard-forks lay the groundwork for its transition to Ethereum 2.0.
However, upgrades can be disruptive. A client running a node may experience some downtime, unless they are adequately prepared in advance. For a business running such a node, they may prefer to focus on their product rather than concentrate on the underlying infrastructure.
In these circumstances, customer service is needed to communicate such forks. This helps alleviate confusion and ensures a smooth transition. Blockdaemon also ensures that only approved, official network updates are incorporated into a client’s nodes. This ensures blockchain nodes remain up-to-date.
2. Network Outages
A network outage can severely impact a business. It can, amongst other things, result in slashing, lost business and dissatisfied customers. A previous outage of the Solana network is an example of such a disruption. In this instance, block production ground to a halt. Although temporary, it did cause problems for those running applications on the network.
On such occasions, our clients look to Blockdaemon as a trusted partner. We are relied on to restore confidence in the network, rebuild and restore client services.
Customer service is key to this process. Although downtime causes headaches, we work hand-in-glove with clients to minimize impact and ensure a smooth return to service. Once again, communication is critical.
3. Day-to-Day Questions and Queries
Demand for blockchain based services will only ramp-up over time. This increase is expected across a whole suite of complementary protocols.
With rising demand comes rising complexity. Each blockchain has its own unique features, set-up and ways of working.
Services built on top of such technology must be as high-assurance as possible. This means setting them up correctly is important.
That is why Blockdaemon is on-hand to answer client questions and queries. No matter how big or small, we are prepared to help across all protocols we service.
How Blockdaemon guarantees a gold-standard customer service
At Blockdaemon, we’ve developed a customer service approach that exceeds expectations. It is what helps us guide our clients across the ever-changing blockchain environment.
As the world-leading blockchain infrastructure provider, we want to deliver nothing less.
The three pillars of our gold-standard customer service are as follows.
1. Unique Customer Channel
We open unique communication channels for every institutional client we work with, tailored to our clients’ preferences and needs. This means members of Team Blockdaemon are assigned to respond to any and all requests or queries. The benefit of this approach is that communication can flow in real-time. There is no waiting on tickets to be serviced or risk emails being lost in inboxes.
This dynamic flow of information allows those who engage our services to enjoy on-demand client support. Furthermore, these channels are opened on platforms that suit the client. If you work natively with Slack, we’ll be on Slack. Prefer Telegram? No problem. The same goes with Microsoft Teams, or any other tool a team may use. Our staff are committed to being available to a client when they want, where they want.
No issue is too big or too small for our round-the-clock support through this channel. Think of it as an expert-level, real-time live chat with a dedicated professional.
2. Dedicated Relationship Manager
As a client, you’ll enjoy access to a dedicated Blockdaemon relationship manager. This dedicated relationship manager is committed to ensuring client success. This point-of-contact delivers real-time updates when network upgrades are planned, changes to a protocol are scheduled or anything else that may arise.
Our relationship managers want to help you succeed. That’s why they play such an active role in our clients’ day-to-day needs. From onboarding to go-live, they are there at every step of the way.
3. On-Demand Support Team
Crypto can be complex and we’ve found redundancy is critical in maintaining world-class operations. That is why our dedicated relationship managers are backed up by on-call teams to support your business, day or night. This support taps directly into the deep knowledge of our expert sales, engineering and protocol specialists to ensure complete coverage and smooth operations.
Our in-house team of experts is here to arm you with the right knowledge.
Deep, protocol-specific insights enhance the Blockdaemon customer service experience. Our support teams provide insights for protocols of interest to our clients. These teams help clients stay ahead of the curve. Armed with protocol specific knowledge, our clients enjoy richer knowledge about winning blockchains.
How to benefit from Blockdaemon’s customer service
Being personable and responding to our customers in a timely manner is what sets us apart. Our three pronged approach to customer service delivers customer satisfaction. We have crafted this strategy through thousands of client interactions over the years.
We offer unlimited support that is accessible to our end users. This support comes from our on-hand relationship managers and various internal teams.
Our hands-on customer support creates great customer service. It is no surprise then that some of the world’s largest financial institutions trust Blockdaemon with their blockchain infrastructure.
If you’d like to experience our customer service first hand, be sure to reach out to us today to learn more and get started.