Customer Story: thirdweb Makes Web3 Easy for Developers
About thirdweb
thirdweb provides a full-stack platform for developers to build web3 applications, including backend, frontend, and on-chain services. Over 70,000 web3 developers trust thirdweb’s tools for building web3 apps and games. thirdweb’s tools are designed to provide seamless experiences for users — even abstracting away the blockchain when necessary.
For example, thirdweb Connect offers an easy way to onboard every user, with smart crypto wallets powered by account abstraction, and a web3 payment gateway that allows your apps to grow and scale.
Next, thirdweb Contracts provides tools to develop, deploy, and manage smart contracts for any app on any EVM chain.
And finally, thirdweb Engine, facilitates the behind-the-scenes operations of your app, offering a performant & secure backend server to connect on and off-chain actions.
thirdweb’s customers include some of the biggest web3 projects including web3 gaming leaders Pixels and Gala Games, and NFT projects like Mirror and Layer3.
Critical Infrastructure for web3
Having 70,000 web3 developers means countless apps being built on thirdweb’s platform, which means even more users using those apps – it’s clear that timely, efficient support is critical for the ecosystem to continue operating smoothly.
Importance of Customer Success & Community
Such a large and diverse user base also makes for a thriving community, where folks can help answer each other’s questions and provide best practices. thirdweb focused early on building out an engaged community and providing help where users needed it. Customer questions come from many disparate platforms – Discord, Telegram, shared Slack channels, email, in-app chat, and more.
As Atif Khan, thirdweb’s VP of Business, writes on X:
“It’s not good enough to have great tech, but the key is making sure people get the help they need”
Atif Khan on X
How thirdweb Resolved Issues 50x Faster
In a big push to live up to these goals, thirdweb and Unthread partnered to automate as much of the CS process as possible, while keeping the personal touch that’s important to their community. The result: their median resolution time improved from 68 hours down to 1 hour in a matter of months.
They now have a median response time of 1 minute.
"CUSTOMER SERVICE IS THE WAY"
Atif Khan on X
Unified Inbox
The thirdweb Customer Success team adopted Unthread to be the single inbox to manage all customer questions across these different sources. They built a custom support portal, integrated with Unthread’s ticketing API, and consolidated their support channels to respond to any customer from one place.
Automatic Escalation
If tickets are left unresponded or unresolved for too long, thirdweb’s support procedures automatically escalate to an available team member who can step in and provide the answer. These escalations would adjust based on the available features of the customers’ plans so only the most relevant answers are surfaced.
Customer-First Design
By building their own support portal, thirdweb guaranteed that customers would always have the most up-to-date information available to them, and that users could easily retrieve the most relevant docs. When an issue is detected, an engineer task can be created instantly linked to the request, and ready to close as soon as a fix or feature is pushed.
What’s Next for thirdweb
thirdweb continues to lead the pack in focusing on incredible customer experiences for a deeply technical and robust product. thirdweb is consistently shipping new initiatives – like Engine, a dedicated cloud to maximize on-chain throughput – and its resolution times continue to stay at industry-leading levels. We’re excited to be partnering with thirdweb on this mission and can’t wait to see what they ship next!
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