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FDD User Support
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wk51 user support team weekly meeting

wk51 user support team weekly meeting

Created
Dec 10, 2021
Last Edited Time
Dec 16, 2021
Type
Created By
Participants
Attendees
  • Bob, Puncar, 0xProf, Anymose, Armand, Joe, Emmanuel, Joshua, Kouei Lin, Mr Fish, Riely, Yuki, ZER8,bfa, Dami(iamdgold)
Retrospective
  • Dec - 22 is our retro for GR12 (weekly)
  • Puncar as a facilitator
  • Bob will send Mural link to all members by end of the week
  • please fill out the MURAL before Dec 21
Don't do list
  • context: more than 10 messages for ONE user problem
  • Quality over quantity
  • no more than 3 messages for one problem. (thread)
  • be nice and helpful.
  • don't push the user back to brightid - Can we have make some quick knowledge base articles to point these users to?
    • Quotes to use -
      • "sms verification is not available for Chinese users yet. We don't have an expected date for it to be available, but we hope it happens early next year!"
      • "Due to the sensitivity of quadratic funding to identity, we cannot change your BrightID at this time. We will need to work with the BrightID team to develop a comprehensive solution. Unfortunately, that is not likely to happen in the near future. However, you can still earn trust bonus using other methods"
Key questions sharing
  • BrightID verification. Is there anything we can do? Seems we've been wrongfully sending people to BrightID support.
    • don't ask them to email support@gitcoin.co
    • don't send to BrightID support
    • no solution for now: explain this is to protect Gitcoin from sybal attacks, ask them to try other verification methods.
  • Polygon issue again - case by case.
  1. the questions are not tagged
  1. lots of conversations for one question
 
  • [joshua]: Can I ask about the process for requesting more information from grant applicants?
    • reach the person by twitter to ask info
    • on the notion to drop msg
    • grant page to update info (comment?)
    • ‘we might reach them on twitter or we might send them an email and we might be specific on notion’
      • { Emmanuel Jacobson} Is it possible to change one wallet address for receiving donations?
 
How do we better signal that support users are in fact support? (People are pretending to be support to scam?)
  • by Role (DAOOps support), no dm from support.
  • notification for all new users
How do we know that someone is watching for scammers at all hours?
  • [joshua]: discord bots can be used to ban obvious cases of this (e.g. users called 'Support', 'Admin', etc)
revising the start-here is critical per joshua's suggestions
 
dReward
    notion image
     
    Improve for support [open discussion]
    • Don't do list
    ❤️
    FDD User Support
    /
    wk51 user support team weekly meeting

    wk51 user support team weekly meeting

    Created
    Dec 10, 2021
    Last Edited Time
    Dec 16, 2021
    Type
    Created By
    Participants
    Attendees
    • Bob, Puncar, 0xProf, Anymose, Armand, Joe, Emmanuel, Joshua, Kouei Lin, Mr Fish, Riely, Yuki, ZER8,bfa, Dami(iamdgold)
    Retrospective
    • Dec - 22 is our retro for GR12 (weekly)
    • Puncar as a facilitator
    • Bob will send Mural link to all members by end of the week
    • please fill out the MURAL before Dec 21
    Don't do list
    • context: more than 10 messages for ONE user problem
    • Quality over quantity
    • no more than 3 messages for one problem. (thread)
    • be nice and helpful.
    • don't push the user back to brightid - Can we have make some quick knowledge base articles to point these users to?
      • Quotes to use -
        • "sms verification is not available for Chinese users yet. We don't have an expected date for it to be available, but we hope it happens early next year!"
        • "Due to the sensitivity of quadratic funding to identity, we cannot change your BrightID at this time. We will need to work with the BrightID team to develop a comprehensive solution. Unfortunately, that is not likely to happen in the near future. However, you can still earn trust bonus using other methods"
    Key questions sharing
    • BrightID verification. Is there anything we can do? Seems we've been wrongfully sending people to BrightID support.
      • don't ask them to email support@gitcoin.co
      • don't send to BrightID support
      • no solution for now: explain this is to protect Gitcoin from sybal attacks, ask them to try other verification methods.
    • Polygon issue again - case by case.
    1. the questions are not tagged
    1. lots of conversations for one question
     
    • [joshua]: Can I ask about the process for requesting more information from grant applicants?
      • reach the person by twitter to ask info
      • on the notion to drop msg
      • grant page to update info (comment?)
      • ‘we might reach them on twitter or we might send them an email and we might be specific on notion’
        • { Emmanuel Jacobson} Is it possible to change one wallet address for receiving donations?
     
    How do we better signal that support users are in fact support? (People are pretending to be support to scam?)
    • by Role (DAOOps support), no dm from support.
    • notification for all new users
    How do we know that someone is watching for scammers at all hours?
    • [joshua]: discord bots can be used to ban obvious cases of this (e.g. users called 'Support', 'Admin', etc)
    revising the start-here is critical per joshua's suggestions
     
    dReward
      notion image
       
      Improve for support [open discussion]
      • Don't do list