In recent months, there has been a significant rise in the amount of crypto/web3 games, with mostly desktop games being developed to onboard traditional mobile gamers into the web3 scene. This trend has also gained popularity following the possibilities of airdrop rewards for players, resulting in a high number of web3 game downloads and player influx. In a bid to improve game DApp development and in-game interaction, Valora, a web3 tech firm, has recently introduced “Mobile Stack” as a solution to the usual desktop-centric game development that had limited mobile games in web3. The goal of this tool is to create a decentralised and permission-less protocol for easy development and integration of various web3 features into mobile games, filling the gap for mobile-focused gamers to also enjoy what web3 has to offer.
In our article today, we shall be looking at the value of such tools like Valora’s mobile stack, the need for a bridge in the UX for mobile web3, as well as the roles of customer reps in adoption, evolution, and tailoring of unique support experiences for diverse user bases.
The current state of user experience (UX) in Web3 is mostly characterised by significant innovation as well as substantial challenges. Web3 leverages blockchain technology for decentralised asset ownership and player-driven economies, offering unique features like play-to-earn (P2E) models, true digital ownership, and enhanced security. However, the UX in these DApps often falls short in several areas. Typically, the complexity of understanding blockchain technology, wallets, and cryptocurrencies creates a steep learning curve, deterring adoption and mainstream audience. This becomes a major block against acquisition strategies, as users have to be conversant with blockchain first, before they can use blockchain products. Additionally, many Web3 dApps have user interfaces that are less polished and understandable compared to traditional apps, making it harder for users to navigate seamlessly.
Transaction speed and costs on popular networks like Ethereum can result in delays and high expenses for transactions, negatively impacting the overall user experience. Despite the enhanced security offered by blockchain, the ecosystem is still prone to scams, hacks, and fraudulent schemes, necessitating user vigilance about the safety of their digital assets. Interoperability and scalability issues also pose significant challenges, as ensuring that assets can be easily transferred between games and platforms without technical barriers is crucial for a seamless user experience.
Addressing these challenges becomes necessary for expanding the web3 audience, simplifying the user experience, and making Web3 dApps more accessible to end-users and those unfamiliar with blockchain technology. A smooth and enjoyable user experience is most important for user retention and engagement, as it reduces onboarding barriers, and encourages players to spend more time and resources within the ecosystem. Enhancing security measures lays a transparent foundation, and with user-friendly interfaces, trust can be built in users, mitigating risks and protecting users' digital assets. For blockchain use to be sustainable, transaction fees must be low, and processing times must be fast. Addressing these issues can make the economic aspects of Web3 such as games become more appealing and practical for players.
Customer support plays a key role in helping users navigate all of these complexities and challenges, easing the burden of adoption for web3 mobile dApps. Especially considering the steep learning curve identified to be associated with cryptocurrencies, effective support provides the essential guidance to enhance user confidence and easy use. Therefore, support reps are needed to offer real-time assistance, comprehensive tutorials, provide solutions, share user feedback with development teams, and also simplify the onboarding process to make it more attractive for new users.
As the Web3 space and decentralised applications continue to grow, customer support technologies and methodologies are likely to evolve in several innovative ways. One potential innovation is the integration of AI-powered chatbots that can provide instant, 24/7 assistance for common queries and issues, leveraging natural language processing to understand and respond to user questions more effectively. These chatbots can be tailored to handle the specific complexities of Web3, guiding users through wallet setup, transaction troubleshooting, and understanding blockchain mechanics.
Another promising innovation is the development of in-app support features that offer real-time assistance without requiring users to leave the application. These features can include interactive guides, step-by-step tutorials, and contextual help tips that adapt based on the user’s actions and progress. Augmented Reality (AR) support can also enhance user experience by overlaying instructions and helpful hints directly onto the user's device screen, making complex processes easier to follow. Furthermore, decentralised support systems leveraging peer-to-peer networks and community-driven assistance can become more prevalent. These systems can incentivize knowledgeable users to assist others, creating a collaborative support environment that is both scalable and cost-effective. Token-based reward systems can motivate community members to contribute their expertise and help maintain a high standard of support.
Additionally, integrating support with blockchain analytics tools can provide more proactive assistance. By monitoring on-chain activities, support systems can identify potential issues before they affect the user, offering preemptive solutions and alerts to prevent common problems. Enhanced security measures, such as biometric authentication and secure multi-signature solutions, can be incorporated to ensure that user interactions with support channels are safe and trustworthy.
Finally, multilingual support and culturally adaptive help content will become increasingly important as Web3 applications reach a global audience. Support teams equipped with tools for real-time translation and localization can offer personalised assistance that caters to users' diverse linguistic and cultural backgrounds, enhancing accessibility and user satisfaction worldwide.
In the Web3 space, a diverse customer support strategy is essential to cater effectively to both crypto-native users and newcomers. Crypto-native users are typically well-versed in blockchain technology, cryptocurrencies, and decentralised applications. They require support that delves into advanced technical issues, optimization tips, and sophisticated security measures. For these users, support services should provide detailed documentation, advanced troubleshooting guides, and access to expert help desks that can handle complex queries.
Conversely, newcomers to the Web3 space often find the concepts of blockchain and decentralised finance (DeFi) confusing. They usually need more fundamental assistance, ranging from step-by-step guidance on setting up wallets, to understanding basic blockchain terminology, and navigating the initial stages of game interaction. For these users, customer support should focus on creating accessible, jargon-free tutorials, intuitive onboarding processes, and proactive support channels like AI-driven chatbots that can answer common questions promptly.
To meet the needs of both groups, a layered support strategy is crucial. This strategy should incorporate a range of resources from basic FAQs and interactive tutorials for beginners to advanced forums and live expert consultations for seasoned users. Additionally, integrating community-driven support platforms where users can help each other can bridge the gap between crypto-native users and newcomers, fostering a collaborative environment.
A diverse customer support strategy not only enhances user satisfaction and retention but also facilitates broader adoption of Web3 by making the transition smoother for new users and providing robust resources for experienced players. By addressing the specific needs of both demographics, Web3 platforms can ensure a more inclusive and user-friendly ecosystem.
Especially as a new industry, having effective support systems is important to maintain a fundamental support for the benefit of the web3 sector, as its hindrances most times can result in user and effort loss. This is why web3 dApps have to invest carefully into efficient support teams to help bolster their effort in user retention.
And of course, diversity in support processes and methods also plays its role in maintaining broader satisfaction. This makes it possible for web3 to maintain a diverse community, also crucial for growth and sustenance. Thus, such projects must ensure to be well equipped to manage their community appropriately.
