In the crypto space, there has been an increase in the “tapping spree”, i.e, the tap-to-earn trend where participants are rewarded based on their number of “taps” while using the project’s app. For most of these apps, they come as mobile games, mostly built upon the Telegram Open Network (TON), making it easy to access these games right from their telegram app. This has led to an influx in telegram gamers within the past few weeks, with telegram users soaring to an all-time high record of >900 million users. Evidently, this influx will result in the spike of support requests, as new users are 85% likely to need support at the onboarding stage. This highlights the need for a proactive support team, as trend shifts can often result in support requests which may overwhelm support teams, negatively influencing the users perception of the product or platform.
Hence, in our article today, we shall be analysing the Telegram tap-to-earn games, highlighting the benefit of support proactivity when such moments arise.
The Play2Earn trend has been around for a while now, albeit, the Telegram network has spiked a new hype in this trend. By supporting the “first meme” project, Notcoin, to launch on its network, and with its success rewarding players thousands of dollars, millions of preexisting telegram users were attracted to join in playing these games. One of such viral games, Tapswap, onboarded about 30 million telegram users into the crypto tap2earn trend. This trend has continued, with another of such games, Blum, having over 25 million players, and the trend doesn’t seem to be slowing down yet.
This tap2earn trend has seemed strong, particularly because of the simplicity and ease at which new players can join these games. By just interacting with a bot, while in the telegram app, players can gain access to these game platforms, enabled by ease of Telegram’s in-app browser. However, one common pain point still hurdles newbies from evenly competing with those who were already advanced crypto enthusiasts, and this is the absence of reliable support systems.
To obtain support, users mostly have to join the games community on their community platforms, usually discord servers, telegram groups, and other social media platforms. Upon assemblage upon these channels, the lack of experienced professional support reps leave a worrisome crack in the user acquisition process, as the newbies are often lost and unattended to. Hence, they miss out on critical information, relevant knowledge, and specific opportunities that should have helped them to not only play the game better, but also learn more about crypto and blockchain intersections.
Usually, this is an oversight on the relevance of professionals, where some of these games may decide to hire or leverage staff within the community to “grow” and “gain roles”. While this is a commendable means of community appreciation/ranking, the importance of effective support systems should not be left in the care of less effective teams, as this will impede the project from enjoying the full impact of its user acquisition efforts.
Onboarding users into crypto gaming can be complex due to the novel and technical nature of blockchain technology, cryptocurrencies, and gaming mechanics. Professional customer support agents, not community members, are needed to ensure a smooth and positive onboarding experience for newbies. According to a report by DappRadar, the number of unique active wallets interacting with gaming decentralised applications increased by 35%, indicating growing interest in crypto gaming. However, effective customer support is lacking to balance this interest.
Most new users are unfamiliar with blockchain and cryptocurrencies. This is where customer support is needed to provide essential guidance on setting up wallets, understanding transactions, and managing private keys. Additionally, crypto gaming platforms often have unique interfaces and mechanics. Professional customer support can assist new users in navigating the platform, understanding game mechanics, and utilising in-game assets, better than fellow players would. For example, a survey by Cointelegraph found that 45% of respondents cited understanding how to use wallets and managing private keys as significant barriers to entering the crypto space. This shows that users need specialised assistance, which only experienced support reps can provide through detailed guides or live assistance.
Security is paramount in crypto gaming due to the risk of fraud and hacking. According to a report by Chainalysis, the crypto sector experienced $3.2 billion in losses due to hacks and scams in 2022. Support reps educate users on safe practices, such as securing private keys and recognizing phishing attempts. In case of security breaches or concerns, prompt customer support is vital to mitigate damage and provide users with necessary steps to secure their accounts and assets. For instance, if a user suspects their account has been compromised, immediate support can help them secure their account, change passwords, and understand how to avoid future risks.
Transactions in crypto gaming involve the use of digital currencies, which can be confusing for new users. Professional customer support is needed to assist users understand transaction processes, fees, and confirmation of successful transactions. Especially when users have to request intricate support, it is crucial to rely on only vetted support agents, not randomly selected members to handle such information. Oftentimes, users suffer loss due to impersonation by fraudulent individuals, and these individuals thrive in an environment with unclear support systems. When the support hierarchy is clear, users are less likely to fall for scams and lose valuable assets.
Customer support can offer tutorials, FAQs, and educational resources to help users understand the basics of crypto gaming, blockchain, and cryptocurrency. Interactive sessions such as webinars and workshops can be conducted by customer support teams to provide in-depth knowledge and hands-on training. For instance, hosting a webinar on "Getting Started with Crypto Gaming" can help users learn about setting up wallets, buying cryptocurrencies, and using these within the gaming ecosystem. A study by HubSpot indicates that 68% of customers prefer learning about products or services through videos, highlighting the importance of such educational resources.
Personalised support can enhance the onboarding experience by addressing specific user queries and providing tailored solutions. Customer support can gather feedback from new users about their onboarding experience, identifying pain points and areas for improvement to enhance the process for future users. According to a survey by Salesforce, 84% of customers say being treated like a person, not a number, is very important to winning their business. For example, after assisting a user through the onboarding process, customer support can follow up to gather feedback and ensure the user is satisfied with their experience, thereby continuously improving the onboarding process.
When projects try to leverage community for everything, it can easily become a counter productive effort. This is what makes it crucial for trending crypto platforms to ensure they do not compromise on necessities in a way that it hinders their growth effort. And especially in the gaming sector, reliable customer support is essential for successfully onboarding users to avoid technical complexity, limit security concerns, educate them on transaction management, and the importance of data privacy in web3. By providing comprehensive and accessible support, and not leaving the community to manage itself, web3 gaming platforms can ensure a smoother transition for new users, fostering greater adoption and satisfaction in the user experience of crypto gaming.
