I hope I’m not jumping the gun here but I’d like to put myself (‘SecretSkrillah’ on Discord) down to be that 4th person when the time is right. I think I have the know-how & the time to be able to do it effectively. Also based in the EU.
My creds:
Many years experience with customer service, both online & on the ground.
Secret Agent Program on-boarding and coordinator
Familiar with Secret Network & all of the dApps on it.
Familiar with Zendesk & how other ticketing/monitoring systems for CS work.
I have been giving support on Discord/Telegram/Reddit & Twitter for some months now as far as I can with the tools I have available. It’s been a pleasure working with each of you so far on multiple fronts so I’m sure we would make a solid team. I’m keen to get more involved with the ticketing system & bring more value to the network.
I suspect we will have a massive influx of new users from Cosmos/Terra & Shinobi soon so I will be ready if you need me!
As an individual I would like to express my support for the proposal, as I have also been a recipient of your more general support and often see you guys actively helping out.
Additionally, I would like to provide some thoughts that hopefully add value to the conversation. (this turned into a wall of text fast woops)
As Secret continues to expand and the userbase becomes more diversified, I assume that the same questions and issues are going to increase in volume in the international communities. Are there any standout community members or is there any way to identify standout community members that have enough technical know how to contribute support within these potentially non-english speaking communities? Obviously there are a range of factors in play here.
Furthermore, is there any way to identify relevant levels of technical know how that aren’t gated by language barriers if that becomes an issue?
‘Christmas casuals’ - Is there value in onboarding community members with a very marginal pay rate on a temporary basis, where these community members can demonstrate basic know-how of Secret Network, are potentially trained to deal with less technical queries, and then can streamline people who need help dealing with issues that require guidance or are more generally technical in nature. Obviously, community members already do this to some extent of their own accord, and Schultzie/Reverse most definitely also address these queries, but my thoughts come from how I see consumer interactions with retail stores working.
You walk into a store, look for a product that you want, and can’t find it. So, you go ask what is probably the most basic question possible to the support staff, which is in this case a discord/telegram channel. In person, you can’t ‘leave’ a question with support staff like you can in a discord channel, but as the volume of people asking these questions increases, your simple question may be drowned out, and that, on a case by case basis, could raise the barrier to entry.
I guess there could also be value in a tool that can crawl discord to automatically grab all the questions and put them somewhere easier to answer, but it’s in a way the same concern I raised about having an individual channel for ideation; Volume of messages will eventually drown out people’s voices. By having a second ‘layer’ that runs parallel to community input but is more consistent, and below direct team members, I feel as if it would help solve some issues in the meantime where easily visible, accessible support documentation (like an adaptive FAQ page) isn’t yet available to make this process even easier.
Hey first of all thanks for your response & ideas, I see you are contributing a lot to the discussions on every level, it not going unnoticed!
Let me respond to your points:
The International Growth committee has a program for recruiting & training these Agents, afaik they are quite well-staffed at the moment, but if there is a gap let us know and we can actively recruit there.
This is something we want to work with International Growth to understand as part of the new Agents program revamp. We hope to have our translators translate the entrance exam for example, and then some practical tests of things like SecretSwap LP/Staking/NFT Minting.
This is actually rewarded through the Secret Agents program, and was previously called Mission 10 - Help a new member by answering an issue or question on Discord, Telegram, social media). You can rank up & earn rewards by answering questions & giving basic support in this way.
In the new Agents program, I have split this out into support, pizza & NFT support to try and identify which Agents are specialists in those areas & hope to grow this out down the line.
Stay tuned for the new mission structure launching soon, I’m sure your feedback will be very valuable.
In the meantime if you help a new user please save the questions on a sheet as you will be able to report these later and earn rewards!
Reversesigh is captaining this one, it’s looking pretty concise, if you ask him I’m sure he will share
No thank you! And I can’t change my username here so I’m just Drakinora with the bunny icon on discord - but I just like the project and I’m glad you guys enjoy my interactions
I’ll definitely keep an eye out and start saving my questions answered, and it’s great to hear you already have all these things in the works/active
The following are the final deliverables for this funding round. If you have any questions or concerns, please reach out!
Final deliverables for this funding period:
Continuous Deliverables
Create, maintain, and organize support documentation across the Secret Network.
Assist platforms on the network with their user support, including but not limited to: Secret Network Discord, Secret Community Telegram, and SecretSwap.
Project Deliverables
Create an FAQ section of Secret Network Discord [0]
Create a master support document. In progress/incomplete.
Update build/docs.scrt.network as outlined in [1]. This has not been 100% completed, as it was deemed updating the developer docs took priority over moving to gitbooks. Everything else was completed.
Un-listed projects [2] . These I have included as the funding provided by Support enabled more dedicated time for these tasks to be accomplished.
Create, maintain, and organize support documentation across the Secret Network.
Create a master support document. In progress/incomplete.