TIKI Talk Episode 55! Web3 Customer Support with Clemens Behrend!
How to succeed in Web3 CX
TIKI Talk Episode 55 is LIVE!
Episode 55 features Clemens Behrend, founder of Web3CX and seasoned customer support and community management, having built out those departments at Austrian fintech giant Bitpanda from scratch.
Equipped with invaluable experience, Clemens is now focusing his efforts on helping Web3 and crypto companies optimize customer support and community management. Living with the ebbs and flows of the crypto market while building customer support from pre-seed to unicorn at Bitpanda, there are few people as qualified as Clemens to help onboard businesses into Web3 successfully.
Join Clemens and Shane as they discuss Clemens’ beginnings becoming enthralled in the economics of MMORPGs, his early experiences in Bitcoin, joining Bitpanda, his love of analytics and helping others succeed, what makes good customer support, promoting value, the differences between Web2 and Web3 in CX, stopping silent quitting, foundations for success in CX, balancing experience with eager new blood, the crazy experience of working at Bitpanda, dealing with negativity and turning it into a positive, personal development, dealing with data regulations and taking advantage of what you have in terms of data, data you should prioritize acquiring from users, becoming proactive, using artificial intelligence internally, valuable metrics, and more!
0:00-3:10 Intro / CX in cypto
3:10-7:51 Clemens’ journey / MMORPG beginnings / Bitcoin in ‘13 / economics / onboarding businesses into Web3
7:51-15:11 Helping people / analytics-driven / love letters from customers / market volatility and CX / elements of good CX / Starbucks / standardization, personalization / Web3 without knowing it / easy experiences / promoting value
15:11-19:23 Differences between Web3 and Web3 in CX / Web3 still needs Web2 stuff / silent quitting / points of contact
19:23-30:48 Foundations for success / experience + new blood / Bitpanda experiences / 2017 market crash / sleeping in the office / assigning areas of responsibility / dealing with negativity and emotional fatigue / negatives to positives / necessary personal development
30:48-39:19 Data requirements / regulations / leveraging data in CX / use what you have / pay for social media handles / becoming proactive / community management
39:19-47:05 Artificial intelligence in CX / be honest about using AI / sentiment analytics, internal analytics / Web3 metrics / customer effort / calculating value
47:05-51:53 Where to find Clemens and Web3CX / How Web3CX can help / main takeaways / outro