Curve Finance is a non-custodial, decentralized exchange (DEX) that initially focused on trading stables coins to mitigate slippage, but has expanded its automated market maker (AMM) to other unpegged assets such as Ethereum and Bitcoin. Curve’s crypto pools have low variable fees which are paid to liquidity providers. It currently has ~$5bn total value locked (TVL).

As Curve has grown to be the biggest DEX to date, challenges faced by its customer service team have also increased. To tackle these problems, Curve has integrated with MetaCRM’s ticket aggregator product, MetaDesk, to streamline processes and consolidate data, improving efficiency and quality of its customer service.

Resolving inquiries was a time-consuming process for Curve moderators. When a user faces a problem and submits a request, Curve moderators must manually sift through numerous liquidity pools to find the corresponding contract, then ask the user for the wallet address to find the transaction in question. By integrating Curve’s transaction data with MetaDesk, customer service moderators can respond much faster, taking only 30% of the time previously required.

Users used to submit inquiries on Telegram, which made request management strenuous for Curve moderators. With MetaDesk, moderators can delegate tickets, track progress of resolution, and easily communicate with users within the same interface to provide a better one-on-one customer support, enhancing brand trust.

Tiering and managing users with different asset levels on Curve was difficult due to the lack of on-chain data integration. In the past, moderators had to query multiple websites to identify high net worth users and verify their transaction status across the entire blockchain network to understand their needs and provide service accordingly. To improve the process, MetaDesk has deployed all of Curve’s blockchain contracts on the back end, enabling moderators to view transaction history and allocation of assets with ease and clarity. In addition, MetaDesk has the capability to segment users with customizable on-chain tags, helping moderators prioritize target groups and serve each tier of users with appropriate best practices. This feature is especially important for Curve, as a big chunk of its volume and TVL are contributed by crypto whales. Thus, their requests must be resolved with urgency and specialized attention.

MetaDesk has enhanced Curve’s customer experience by resolving its pain points. MetaCRM is committed to continue its journey towards providing the best one-stop CRM solution for all web3 projects.