Web3 is a place where rules apply. The code is clearly written, the mechanism runs flawlessly, and everyone knows that a good product is the truth. Everyone usually talks about products, volume depth, rate comparison, technology and security all day long.
In this industry, in most cases, no one will compensate you if you transfer to the wrong chain, and no one will comfort you if your account is liquidated. They will only tell you to DYOR (do your own research).
However, some people at this time say: I am here.
As the person in charge of the Chinese region of Bitget, I usually talk about platform technology, product value, wealth effect, brand growth, etc., but I also know that the reason why the platform can retain so many users is because at some point, users feel that they are valued, listened to, and understood. And it is not the system, not the program, not the code that provides these, but our customer service.
The consensus of this industry is written on the blockchain; but the empathy of people is hidden in the question How are you doing over there? Technology determines whether the system can run, and service determines whether users want to stay.
So, today I will share some real cases, without any filters or chicken soup, and share them with you in their original flavor, hoping that they can be seen.
1. The issue of early morning rebates is more difficult than the mechanism is trust
In the early morning of May, a VIP user from Canada entered the customer service dialog box and asked more than a dozen questions about agent rebates, with screenshots and lists, repeatedly confirming the details.
According to the process, these should have been handed over to the BD or agency team for processing. However, Miya did not hand it over and chose to take on this cross-position QA.
She responded directly to the questions she was able to answer, and wrote down the questions she was unsure of and handed them over to the relevant team. The other party apologized and asked, Am I asking too many questions? She said, Take your time asking, Im here.
During this period, a user encountered a situation where the invitation link could not be opened. She did not pass it on to the technical staff, but instead determined that it was an IP region restriction and guided the other party step by step to modify the link suffix.
The conversation lasted for a full hour and a half. At the end, the user said: I was just trying to understand the rebate mechanism, but you made me believe in this platform.
2. The transfer was made to the wrong link. She didn’t just send a link.
I dont really understand terms like chain, currency, address, etc. I just know that I clicked the wrong place and the currency couldnt come in. I didnt quite understand several emails, and I couldnt figure out whether the link I clicked on was a scam. Fortunately, I found Xiaomi customer service.
It is not uncommon for users like this one to fail to receive their assets due to choosing the wrong network. In terms of the process, customer service only needs to send a self-service application link and let users fill it out by themselves. But when it comes to the actual process, many people are confused when they open the page.
Yumi did not simply throw a link, but assisted step by step: helping users find the block browser, teaching them to locate TXID and original address, explaining form fields, guiding screenshots, and reminding them in advance of easy mistakes. She also patiently waited even when the users network was stuck and the conversation was intermittent.
Yumi said: Normally, after verifying the currency type of the users recharge, if the chain currency type is incorrect, the chain that supports refunds will directly guide the user to apply for it on their own through the refund link. However, if the user has questions about the operation process, it is not enough to just let the user check the refund link and fill it out on their own.
A few days later, the coins were returned. The user sent a feedback: I thought the money would never be returned, but you helped me figure it out step by step and encouraged me all the time. I was really touched.
3. That night she was not a customer service representative, but the last window before emotional breakdown
“If your contract is liquidated, can you wait?” “Does our money come from the wind?” “Once we enter the exchange, it is no longer ours?”
One late night in May, an old user suddenly rushed into the customer service window, emotional. His contract account on another platform was about to be liquidated, but because his Bitget account was frozen, he could not withdraw the currency. He asked questions one after another: What reason do you have to detain user assets?, Which law allows you to freeze at will?, You are killing the hope of us ordinary people!
According to the process, such risk control issues will be transferred to the dedicated line for processing, and the online customer service only needs to transfer them. But Rose did not leave. She stayed at the window from 11:20 pm to 12:12 pm.
She gave expedited feedback, explained the process over and over again, and more importantly, she listened to him.
“No one around me supports me.” “I can’t hold on any longer.” “I’m not trying to be pitiful, but this is the reality of my situation.”
Faced with these words, Rose did not use a template, but simply responded: At 30, you are still able to do everything. I hope you can cherish your life. Life is full of opportunities. Dont give up. I believe you can get through it and stand up again.
Later, the user calmed down and said, Miss, Im not targeting you. I was just too impatient and didnt blame anyone. Thank you for listening to my complaints. Thank you for really helping me.
4. She spent an hour just to explain the difference of $10
Im not just talking nonsense, Ive taken screenshots of my profit records - but the previous customer service representative only explained the concept superficially and told me to follow the historical positions without further verification. It was a very bad experience.
This is a message from a new user at the customer service window in April 2025. He found that his contract transaction showed a profit of 24 U, but only 14 U was received, which made him confused and a little disappointed.
Rose took over the conversation. According to the process, she only needed to explain that net income includes handling fees, funding fees, etc., and users can check it themselves in the profit and loss details. But the other party still insisted, I still think its wrong. Is your algorithm wrong?
She did not transfer the work order or send a link for the user to view. Instead, she decided to calculate manually: she copied the users 17 funding fees and 6 opening and closing records from the backend, pasted them into Excel, and broke down each fee, handling fee, and realized profit and loss one by one, and marked them in the screenshot. Because the system could not export, she could only manually organize the format and calculate the amount, which took nearly an hour.
Finally, she sent the screenshots of the details to the user, and explained in an email: The net income you see is added up one by one. You can also check it in the app.
After reading it, the user took the initiative to leave a message: It turns out that I calculated it wrong, thank you.
5. She is always online even when she is in the desert
During the May Day holiday, an event was about to go online, and the operation found that the display was abnormal, which affected the scheduling of the day. The original on-duty staff was not there, so they could only temporarily contact customer service Nancy who was on vacation at the time.
She was traveling in the desert and the signal was intermittent. After receiving the message, she chose to end her trip early, rushed back to her residence, waited for the network to stabilize, and completed the necessary adjustments.
The task itself was not complicated, but it was not easy to switch back to work immediately when the originally planned break and signal were unstable. The activity was finally launched as scheduled, and users did not feel any fluctuations.
Behind the words experience as usual, sometimes it is just because someone comes back when they shouldnt be online.
6. He just thought it was too late to deal with it after get off work
At 5 a.m., Lexus was reviewing a batch of security item replacement requests before the end of the night shift and noticed that a VIP user requested to change his email address.
The account security configuration is relatively simple, and the amount of funds is not small. He judged that this request was at risk of being stolen. If this is an attempt by hackers to initiate a replacement application, we are equivalent to actively exposing the entire account.
It could have been handled by the day shift, but he did not wait. Instead, he contacted the user first and scheduled the verification process in advance for 7 a.m., two hours later.
The other party was able to provide some recharge records, but some funds were transferred from friends, and the information was incomplete. Lexus assisted in sorting out the equipment, login records and IP addresses, and cross-confirmed with the risk control team.
In less than 10 hours, the verification was completed and the email change was processed.
You ask him why he handled it this way?
Although according to the process I can wait for the next shift to handle it, I am willing to stay as long as it can help users stay safe faster.
7. Only after the mechanism changed did he start to complete the work
At the previous exchange, Owen’s customer service performance was highly dependent on user ratings. As long as the rate of positive reviews was slightly low, even if the answers were full marks, they might be pulled into the assessment process. Many negative reviews were not problems with the service itself, some were complaints about other aspects of the platform, and some were emotional venting by users.
In order to avoid being deducted points, he began to avoid complex issues and reduce service risks.
After joining Bitget, the customer service assessment method is different. It no longer only looks at the score, but combines service details and improvement records. At work, if there are problems, feedback can be quickly provided, and the training process is clearer.
As the environment changed, his approach also adjusted. When faced with questions like Why do I need to bind Google verification to withdraw money?, he began to provide screenshots and step-by-step instructions; when faced with basic questions like How do I exchange coins?, he would add the usage path of flash exchange.
The process has not changed, but the method has changed.
Its not because anyone asked him to do more, but because the system allowed him to explain the problem clearly.
8. He treats the host’s pre-live broadcast problems as his own projects
Mike was responsible for the overall implementation of the live broadcast transaction business from 0 to 1. The project involved multiple internal teams and external service providers, with immature processes and intensive coordination. The goal was to build a system with the anchors user experience as the core.
During the project, the service provider API frequently encountered errors. Mike did not wait for the fix, but worked with internal technical staff to sort out the interface and debug the logic until the problem was solved. He knew that if there was a problem with the link, the anchor would not be able to broadcast.
On the night of the launch, a KOL-level anchor had an abnormal device. Mike assisted remotely on site, from troubleshooting the sound card identification problem to allocating adaptive resources, and finally the live broadcast started on time. He said: The launch is the starting point of the experience. Even if its just one person, I hope she goes smoothly.
In addition to the live broadcast project itself, he also fills in other projects. For example, when problems occurred during the launch of the customer service module on the App, he took the initiative to join the test and participate in the optimization.
He is not responsible for all modules, but in his opinion, user experience cannot be handled in segments and problems should be solved as soon as they arise.
9. DApp cannot be accessed because he did not let the process go first
At the end of 2024, a user found that he could not enter the event DApp to receive the airdrop after investing with SHIB. The reason was that the DApp was not added to the whitelist and the system blocked access by default.
According to the normal process, adding a new whitelist requires product evaluation, risk control approval and testing, which takes a long time. However, after learning the full situation, Hiyoung did not wait for the review, but thought: Although this problem is small, it is a critical node for users. If we can go online as soon as possible, it can directly improve the user experience.
He immediately organized the Wallet backend and testers to push the launch online. The processing was completed that night, and the next day the user successfully received the reward and expressed his gratitude on Twitter.
There was no process meeting or formal requirements document for the whole thing, but the relevant personnel quickly reached a consensus and solved a niche but specific problem.
10. He creates content and also echoes emotions
Harden is a member of the social media team and a long-term trader. He participates in content creation and does not choose topics based on popularity, but starts from user emotions and makes videos that are close to the feelings of traders.
When BTC skyrocketed, he joked with the Air Force about the ruthless market; when the market plummeted, he used the Grab delivery man as an analogy, close to the Southeast Asian culture; when ETH was weak, he did not comment, only complained with users about disappointment; even when Trump took office, he also made a content from the perspective of crypto investment.
These videos do not use official language, but users are willing to like them because they express more like standing together.
He didn’t choose topics based on feelings. He looked through comments, looked at the relationship between likes and dwell time, and even regularly checked comments and discussions on competing platforms. When he saw users discussing Stop Loss, he created content around this topic, and the number of views exceeded expectations.
Some users also said that they like quiz challenge videos. Although the data of this type is not high, they still update it regularly.
“We create not just crypto content, but something that all financial investors can relate to,” Harden said.
Finally, Ill say two words. I wont bother you anymore.
I wrote these 10 stories, not because they are so highlighted, but because they were originally just lying in the FAQ ticket system, quietly filed away without anyone seeing them.
And now, I want you to see them.
After all, no matter how decentralized Web3 is, it should not be without human hearts. No matter how censorship-resistant and distributed the system is, it still needs some human will to hold back those moments when its about to fall.
