User Facing Support Discussions & Ideas
OGP & OSL should work out a short term 3 month bridge period
- more discussions can take place before locking in a larger & longer term operation.
Polaris Support Overlap
- eventually Polaris Support will exist (and how it exists, I’m not yet sure, that will largely be up to the Product team to implement) with that said, it doesn’t make sense to waste / duplicate efforts so the 3 month OGP<>OSL suggestion should give time to ensure implementations can be mutually used (if that direction ends up being logical)
Squid Support & Osmosis Support.
- The OSL/ISG also is paid by Squid to offer support services, it would be great if Squid & OSL/ISG could share the scope of work / compensation. There’s likely some overlap in actual work (as many Squid users would be using it for Osmosis) and definitely some overlap in useful support content or systems (ie, squid and Osmosis could co-fund a system that helps users navigate).
Governance route for Support funding
- This has never been ideal, this is a clear lesson over the last 3 years and with the most recent prop failing. It makes more sense for things to be flexible in an actively adaptable state and not annually. With the above proposed OGP<>OSL idea, it makes more sense to have OGP provide support funding and the OGP/OSL can actively work on new implementations together and the OGP can sign off on additional funding for those new endeavors (if any)
24/7 100% support, vs 24/7 availability
- This should be explored, as having active live 24/7 100% support is not efficient with the average 1 ticket being every 2 hours, resulting in $110 per ticket on average. That number should go down, response times do not need to be in seconds for all tickets, while hopefully still being able to address urgent matters in a timely manner.
- A 24/7 availability system would address the price inefficiency while still ensuring 24/7 support for urgent items (with a funnel allowing users to submit an ‘urgent’ request) , still paid but at a reduced rate, still 24/7 but not chair locked staring at a screen. This seems mutually beneficial as support providers also get more lifestyle freedom here, while being ‘on-call’ for urgent tickets. Of course there could be some flaws to this idea, such as users simply abusing the ‘urgent’ request service with non-urgent items. A new system like this would take some time to implement and get ‘right’, it’d be a useful to tinker on.
- Live hours could be dropped to the most active hours in 3 regions, Americas:Europe:Asia with a 6:3:3 hour ratio (or whatever is found to be ideal)
Support Content & Funneling
- I shared in another post how BestBuy does this, I encourage anyone to just go to bestbuy.com and click their support widget system. It’s pretty useful.
- The TLDR is, chats (Telegram, Email, Support Box) would present most common ticket requests and help the user triage their own issues while allowing the user to get hands on support if needed.
- If tickets take place during live hours, OSL/ISG members would still be able to view these tickets live, but not necessarily have to reply while the prompts help guide the user. A live agent could jump in at any time, as the prompts might not be perfect and would need tinkering over time.
Support Channels & Scam/Spam prevention
- The existing large Telegram chat with 11,000 members in it should NOT be used as the primary support channel. This needs to be deprecated as a support channel (not deleted, as community can still chat there)
- All support tickets should via closed communications, such as 1:1 Telegram dms, emails, or support box.
- The open channels are heavily prone to scammers (like all open channels), and given the spam this is also not a great UX for users either.
Dev Facing Support Discussions & Ideas
- Currently there exists an Osmosis Technical Community TG chat that is largely supported by MaxPower that is on the OSL/ISG. If it is largely supported by 1 person on the OSL, this shouldn’t be tied to the OSL. The work there should be itemized and compensated separately, whether that be by Governance, the OGP, or the Dev team.
- Osmosis Tech Community TG Chat, one way to improve this would be similar to the reply/prompts that I’ve suggested Osmosis User Support implement. A system of guides/responses that help guide a user/developer to the right answers.