Web3’s Customer Support Problem

Web2 companies changed the customer experience game.

UBER gave us on-demand rides.

Airbnb gave us flawless lodging experiences.

Amazon gave us same-day delivery.

And Spotify put the history of recorded music in our pockets.

Fueled by venture capital funding and a ‘growth now, profit later’ mandate,cash-rich web2 companies bent over backwards to acquire, retain, and grow their customer base. They sought little more than to improve their north star metric — annual recurring revenue (ARR), even if it meant buying it.

But a byproduct of this untraditional approach to growth was heightened customer service expectations.

It wasn’t enough to just acquire customers — they needed to be retained, and preferably, turned into advocates who would tell their friends and colleagues about said company’s product.

The Web2 Customer Experience

Web2 user experience has since become characterized by factors such as:

• On-demand everything
• Magical user experiences
• Money-back guarantees and credit policies
• Rating systems and transparency, disincentivizing good behavior, whilst…