Ever heard how Zappos flipped the script on growth? They didn't dump money into customer acquisition costs. Instead, they killed churn by treating support like a superpower—made every customer feel seen, heard, valued.
That's the move crypto projects still haven't figured out.
Most founders think community channels equal customer support. Spoiler: they don't. A user runs into friction—maybe a wallet issue, maybe confusion on staking mechanics—and what happens? Radio silence. Or worse, they're told to "read the docs."
So they bounce. Forever.
Real talk: support isn't a cost center. It's your re