No all the information about the project is not in the docs. Things are changing constantly and the docs are not updated with the latest info. It wouldn’t be hard to update the docs, but it takes time and someone should be responsible for that.
Expecting all users/investors to scroll through a Discord to search for answers to questions they might have is not coherent with rendering information accessible to a wide audience. Additionally, there’s fewer than 10% of holders of Memo who are currently in the Discord; evidently, not everyone knows to go there, nor should they expect that this is where they should find official information about a project. Discord is great for announcements, conversations or back and forth real time discussions, but it’s far from an effective way to search for legit information, especially considering the amount of wrong info being shared in there.
Right, so this was one of several options I was seeing and something I was asking the OP their thoughts on. That said, no you don’t need 200 people in 2 call centers across the globe. For the sake of clarifying the actual needs, I’ll do some quick napkin math for you; 1 CS agent should be able to handle 100-120 chat contacts per work day (8 hour shift at 80% occupancy rate), by allowing up to 3 simultaneous conversations with an average handle time of 10 minutes each. (this would be about 4000-5000 unique conversations per month). Assuming you wanted full 24/7 coverage, you would need about 7 people (in order to cover for planned absences). If you wanted to cover more than one language, it’s doable, you can find CS agents who can speak 4 languages relatively easily, though costs will go up for this specification. So in an optimistic scenario, your 7 agents could handle up to 35000 contacts per month, which I would wager is more than sufficient for now, though scaling could always be possible if at all necessary.
The whole point of hiring a team is that the information being communicated is accurate, unlike what you will find littering YouTube or even Discord until a Cheshire Cat or Time Cop intervenes. They would need to be supplied the information they can share, but these routines are not complicated to put in place. It’s possible to tell a user that you will get back to them with the answer to their question as soon as you can, close the conversation and email them answers at a later date.
An easy enough routine to put in place is a 15-30 min daily conference call with a representative from Wonderland (could be anyone who can speak with authority on a broad enough range of topics). The CS team runs through the most common questions they are getting that they are unable to answer (Usually this is the Team Lead or Supervisor who will aggregate the common questions by reviewing the tickets logged by their team). Get the answers they can give back to the community, and document it in a shared space so if their colleagues encounter this question again, they will have the latest info.
Yes, he is, and you think this is the best use of his time? I would only agree that it lends credibility to the platform that the treasurer is involved with the community, but I would definitely argue that him not needing to answer simple questions day in and day out is probably a beneficial outcome. Maybe he enjoys this, but considering the questions I see him answering, I tend to doubt that this is the most enjoyable part of his day.
Building a proper strategy around this takes time. It’s not like there’s going to be an agreement to go forward with a marketing plan and the very next day you’re going to see Wonderland ads all over your mobile games. It could be months before a real solid communications and marketing strategy would be developed and deployed.
It’s true that we haven’t produced much yet, but there are big milestones coming up and it would be relevant to have effective planning in place to have the greatest impact with the messaging around these announcements. This can be as simple as picking the right date/time to make the announcement, being aware of the crypto ecosystem - will our message be drowned out by other big events happening at this time, are there any recent trends we should capitalize on to ensure these communications are shared to an even wider audience.
These are small ways that a marketing team can make your brand rise above the rest. Other common examples are strategically leaking information before an announcement, or working with influencers to test their new products. There’s much more thought process that goes into this than the layman gives them credit for.
