Email & Ticketing Support for Blockchain Companies
In blockchain, trust isn’t optional—it’s the foundation. Whether you're running a DeFi protocol, NFT marketplace, or L2 chain, user support needs to be transparent, fast, and technically fluent. A single unresolved issue can undermine confidence in your platform.
At Chat Pandas, we deliver reliable, Web3-aware email and ticketing support that helps blockchain companies stay secure, compliant, and user-friendly—without burdening internal dev teams.
Why Blockchain Companies Choose Chat Pandas for Email Support
Web3-Savvy Agents
We understand wallets, gas fees, bridges, and smart contracts—so we can resolve user concerns without constant dev intervention
- Fluent in Web3 terminology: From “failed mint” to “insufficient gas,” our team speaks the language your users do.
- Multi-chain familiarity: ETH, SOL, AVAX, BSC, and more—we support diverse protocols and L1/L2 ecosystems.
- Proactive user education: We help users navigate wallets, transaction confirmations, and signing requests with clear, safe guidance.
Transparent Support Trails
We keep tickets organized with wallet IDs, transaction hashes, and user flows—critical for resolving disputes and bugs.
- Detailed ticket metadata: Each ticket includes wallet address, network, tx hash, timestamp, and platform used.
- Cross-platform visibility: We track whether the issue originated from web, mobile, or a connected wallet browser.
- Trust-building communication: Every reply includes proof, links (e.g., Etherscan), and status updates to build transparency.
SLA-Tiered Escalation
From failed swaps to KYC issues, we triage by severity and user type (retail, power user, institutional).
- Tiered response policies: VIP token holders, staking users, and liquidity providers get expedited handling.
- Incident-level workflows: Tickets flagged as protocol-impacting are routed directly to devs or compliance with urgency.
- DeFi-aware urgency rules: Issues like price desync, contract pauses, or oracle delays are escalated immediately.
Feedback Loops to Product
Support tickets tagged with trends and insights—so your team can spot friction points in dApps or dashboards.
- Thematic trend reporting: Frequent errors (e.g., “phantom balance,” “unstaked but no withdrawal”) are summarized for engineering.
- Tokenomics & UX insight collection: We log questions around incentives, APY changes, or UI confusion to guide roadmap fixes.
- Prioritization tags: We flag which support issues are costing you trust, users, or funds—so you know where to act fast.
Core Services for Blockchain Email & Ticket Support
Wallet & Transaction Support
- Help users with stuck transactions, failed mints, bridging errors, or missing assets.
- Validate wallet addresses, check explorer links, and provide next steps.
- Examples: “My NFT didn’t show up,” “The bridge failed,” “My USDC hasn’t arrived yet.”
Helpdesk Management & Escalation Routing
- Use tools like Zendesk, Freshdesk, or Intercom with custom fields for tx IDs, wallet addresses, or chain type.
- Escalate contract or protocol issues to dev teams with logs, screenshots, and user flow steps.
- Examples: “Contract call reverted” or “Yield isn’t accruing in the vault.”
Lifecycle Email Flows & Community Alerts
- Trigger emails during beta launches, staking periods, DAO voting windows, or token unlocks.
- Communicate upgrades, protocol changes, or incident responses clearly and quickly.
- Examples: “Bridge paused—here’s what to do,” or “Gas fees spiked on Arbitrum—what you need to know.”
SLA Definitions & Self-Serve Systems
- SLAs based on user tier (investor, dev, retail), with documented response commitments.
- Maintain up-to-date knowledge bases on wallet setup, bridging, claiming, and more.
- Examples: “How to connect a Ledger,” “Troubleshooting stuck swaps,” or “Claiming tokens from an airdrop.”
Unique Features Tailored for Blockchain Support
Explorer & Wallet Tool Integrations
Pull live data from Etherscan, Polygonscan, or Solana explorer directly into support responses.
Smart Contract Escalation Workflows
Route issues involving broken or misfired contract calls to devs with full context.
Community-to-Support Bridging
Convert common Discord/Telegram questions into FAQ content and ticket flows.
Multichain Awareness
Support users across chains (ETH, SOL, BNB, AVAX, etc.) with accurate chain-specific guidance.
Common Blockchain Support Challenges & Our Fix
Build trust on-chain and off.
Support is part of your infrastructure—especially when it involves real assets, irreversible actions, or smart contract trust. With Chat Pandas, you get reliable, security-conscious support teams who understand the blockchain space and speak your users' language.
Let’s talk. Build support systems as resilient and transparent as your protocol.
