In Web3, growth often happens fast. Sometimes, faster than teams are even prepared for. And in a space where onboarding is complex and mistakes can mean significant loss, neglecting support is a risk for projects crucial for survival to ignore.
When support doesn’t grow alongside users, confusion turns into churn, misinformation spreads unchecked, and trust in the project hurriedly erodes. But with growth focused teams, work can be done to achieve sustainability under the weight of users' requests. Thus, in today's article, we shall be looking at the use of support agents to prevent bottlenecks by designing support systems that protect users, strengthen trust, and turn support into a driver of sustainable growth.
Let’s take a case study of a community activity, say an “Airdrop”, and how it backfires when projects refuse to scale support as the community grows.
A Web3 project initially supported by a modest and loyal community for several months, typically will have its user questions handled by few Telegram moderators and a simple FAQ page. But with an airdrop announcement, this system becomes largely insufficient. Within weeks, the user base increases multiple folds, with possibly thousands of new wallets created, by many who will be trying out the product for the first time. Such momentum typically causes teams to be overwhelmed, fracturing the full positive impact that can be gained from such announcements.
All this happens because moderators are unable to manage the surge, new and old users could become frustrated, and begin posting on social media to misinform the public. Scammers exploited the situation by impersonating admins and tricking newcomers into revealing private keys. At the same time, legitimate users who faced stuck transactions or bridging errors received no timely assistance.
Now, what should have been a milestone of growth, quickly escalates into crisis, and rather than being recognized for product adoption, the project may be plagued by a negative sense of confusion, distrust, and negative publicity. And although the protocol itself remained secure, the lack of scalable support leaves lasting reputational damage.
For Web3 projects, failing to scale user support in line with user growth isn’t just a missed opportunity. It’s more of sabotage that can lead to loss of users, funds, damaged reputations, and stunted adoption. Below, let us analyze some key areas of loss due to failed support systems.
A ConsenSys study found that 83% of potential Web3 users abandon dApps because of poor UX. Another report also estimated that about 50% of users drop off during wallet setup in Web3, underlining onboarding friction during user experience. These statistics mean that almost half (or more) of the people a project works hard to bring in never fully engage because of preventable support or UX gaps. The marketing, partnerships, and token rewards spent to acquire them end up under-utilized or wasted.
In 2024, crypto scam revenue (fraud, phishing, etc.) reached an estimated $9.9 billion, with expectations that the figure may exceed $12 billion in 2025. This survey shows that 83% of crypto investors have been scammed or hacked at least once, causing financial loss. When users experience confusing processes or receive no support, they are much more vulnerable to falling into phishing scams, sending funds to malicious addresses, or being misled by imposters. Even if the core protocol is secure, lack of transparent and accessible support amplifies risk and leads to losses, financial or reputational.
It is generally accepted that acquiring new customers costs up to 7× more than retaining existing ones. What this means is that for every user who churns because they got stuck without support, there is a dual-loss for the organization, both in the cost to acquire them, and the opportunity of what they might have contributed if they stayed and became active.
Another survey by WalletConnect revealed that 62% of non-Web3 users avoid dApps because onboarding is “too technical or risky.” This shows that a very large pool of potential users stays out of the ecosystem altogether due to perceived or actual support / UX barriers. Every day the project lacks strong, scalable support, it is leaving behind that opportunity.
Fraud and misuse, deceptive apps, fake support, phishing exploit gaps in official support channels, etc, all arise when support is underpaid attention. With billions in losses via crypto scams annually, the scale of financial risk is huge. Reputation isn’t also left out, as what takes years to build, could be lost in seconds. Negative word of mouth spreads fast in Web3 communities, and public stories of users losing money or being scammed due to lack of support create lasting friction for user trust.
Putting it all together, wasted acquisition budgets, lost revenue opportunities from users, and all other security and scam-related losses that may not be directly the project’s fault, are more common when there is poor support and user experience.
Support agents play a crucial role for Web3 projects, beginning with the providing of support guidance during onboarding and education. Many first-time participants struggle cause about 50% drop off during this process. That is why agents are essential to act as educators, simplifying complex concepts into clear explanations, and preventing early abandonment among newly onboarded users. This presence ensures that growth campaigns translate into lasting adoption, not wasted acquisition.
Beyond education, support agents are also essential for building trust and protecting communities. In an ecosystem where scams are common, human responses reassure users that a project is legitimate and active. Agents moderate fast-moving channels like Discord and Telegram, correcting misinformation and stopping impersonators who prey on confusion. They also serve as crisis handlers during high-stress moments such as failed transactions or phishing attempts, containing frustration before it damages a project’s reputation on public platforms.
Equally important, support agents provide feedback loops that strengthen products and improve retention. By spotting recurring pain points and surfacing them to product teams, they help fix UX flaws that reduce future support demands. At the same time, they turn negative experiences into positive ones through quick resolutions and empathetic responses. In a market where users can easily switch platforms, this ability to foster loyalty transforms support from a cost center into a growth driver.
Support is without a doubt the key pillar for sustained growth. And though this support may come in various forms, they remain the same fundamentally. Therefore, for web3 projects, scaling support is not simply about answering tickets, but about safeguarding growth, trust, and long-term adoption. This makes support agents indispensable, as they provide the human bridge between complex technology and the users who depend on it. By educating newcomers, protecting communities from scams, handling crises with empathy, and channeling user feedback into product improvements, they ensure that user requests are managed effectively and sustainably.
In short, projects that invest in support agents not only avoid the high cost of confusion and reputation damage, but also turn support into a driver of loyalty, advocacy, and sustainable growth. And web3 cannot scale successfully without scaling support at the heart of increased adoption.
