Behind the customer service controversy, who will fill the black hole of BSC’s product debt?

Written by: TechFlow

The BSC has been very lively these days.

When TST's wealth effect rekinds everyone's attention to the BSC ecosystem and MyShell uses a "welfare-level" valuation of $20 million to serve as an IDO, CZ's dogs are tempted by Degen's enthusiasm for charging;

The carnival of one group of people on the chain is always paid by another group of people.

A traffic peak directed to BSC unexpectedly evolved into a Waterloo for Binance Web3 infrastructure.

If you browse the social media these two days, you will definitely find complaints about Binance wallet experience and weak infrastructure; and the outbreak of community grievances, the first thing that endured the fire attack was BSC's community management and market personnel.

Technical debt behind customer service disputes

The well-known encryption KOL yuyue ( @yuyue_chris ) posted this morning a post about "Urgent Public Complaints on the Serious Debt of BNBChain Marketing Personnel and Damage to the Brand Image", pointing the finger at the customer service and management staff of BSC Chinese Community Jiujiu.

From some of the conversations posted by yuyue, we can see that when the marketing team representatives faced the performance feedback from users on the BSC chain, their tone did not give the appropriate "emotional value", but instead seemed a bit direct and cold.

For example, responses such as "I don't have time to pay attention to trolls" and "I'm not less hitting dogs than you", can easily lead to further emotional confrontation when user anxiety is amplified due to technical problems.

When everyone complains that they can't buy it many times, a sarcastic rhetorical question, "Don't Sol go down?", will indeed add fuel to the fire inadvertently, not only failing to calm the user's emotions, but may further intensify the conflict.

It is true that customer service and market representatives are also human beings. When facing technical and performance problems, they must also bear the pressure of public opinion and the responsibility of seeking more solutions internally. They are often both sides of the body and thankless, and some emotions are normal.

A tweeter in the comment area also mentioned that the long-standing community anger should not be blamed by one person. "Anti-public opinion, running around, and opening Twitter is just a scolding" is easy to create psychological pressure, and the one who should be scolded the most is actually Is the product manager of chain and wallet...

This seemingly ordinary customer complaint dispute is actually the inevitable result of the concentrated outbreak of technical debts.

There must be a gap between the silky transaction expectations of migrating users from the SOL ecosystem and the actual experience of BSC; if you search for keywords such as BSC chain and Binance Wallet on Twitter, you will also find that there are already complaints about the product that have problems. .

Marketing staff at BSC may also have to assume the triple role of technical interpreter (interpret chain characteristics), psychological masseur (relieve experience anxiety) and brand spokesperson;

Under multiple pressures, poor communication attitude of community managers has caused a public opinion crisis; and when the experience problems are getting worse, what needs to be considered more is the misalignment of technical infrastructure capabilities and market expectations.

This may not be a person's problem. The resentment behind it involves technology, experience, currency listing process and even organizational structure. It is more like a brand distrust and anxiety caused by customer complaints.

Pork trotter rice that can't be sold

If the "poor communication attitude of market personnel" mentioned by yuyue is still a problem for someone, then Myshell's IDO exposed more common technical problems yesterday.

The $SHELL token IDO, which was conducted on Binance Wallet and Pancakeswap, attracted a lot of attention and investment in real money. Due to the cheap initial valuation, the over-subsidy once exceeded 100 times.

But compared with the enthusiasm for participating, after the IDO event, when everyone wanted to trade the tokens as soon as possible, they were splashed with cold water.

For example, a user mentioned that Binance Wallet is an MPC wallet bound to CEX's KYC identity. If the private key is required, the original wallet will be invalid;

The $SHELL I bought was not sold directly in Binance wallet because the pool was too small.

What is even more puzzling is that under the same chain and ecosystem, you cannot see the assets after connecting to Pancake with this wallet, and you cannot see the BEP-20 assets corresponding to the wallet on BSCScan...

Under the serious market situation of PVP inversion, the most important thing is to race against time.

The wallet experience is poor. In many cases, you can only watch the price of the new currency fall and cannot sell it, which causes the returns of "Pig Feet Rice" to shrink. Finally, from the time cost paid and the procedures for transferring assets, it may be more than worth the loss.

There was also a view that Myshell's TGE is equivalent to stress testing for Binance Wallet. While giving benefits, let's see how many users the performance and experience can carry.

But judging from the current results, it is obvious that the pressure has been given to Binance itself.

The CZ dogs appeared early this morning, and tokens such as $brocoli further ignited everyone's enthusiasm for dogs, but also further exposed the fragility of BSC chains, Binance wallets and related ecological technologies. There was a stuttering on the chain for a time. Impact trading experience.

There is also a Degen joke: "After experiencing Binance's Web3 wallet, you will know how hard the SOL chain is."

The author has no intention of provoking opposition between public chains, and has no position to stumble; it is just that at the moment when the Twitter timeline is crazy about the screen, the problems of BSC chain and Binance Wallet that users complain about cannot be ignored.

Friends become "lifeguards", black humor

What is even more ridiculous is that SHELL's problem of not being able to receive pig's feet rice has actually given the traffic bonus of OKX Wallet next door.

After TGE of SHELL tokens, users who were unable to sell them in Binance Wallet chose to sell SHELL to OKX Wallet, including the author himself.

This is a bit of a black humorous flavor... Our own ecological projects and marketing activities ultimately need the wallet of the next door to solve the last-mile selling problem.

From the user's perspective, loyalty is actually a very nihilistic concept.

Especially when you see the price of the currency fall and you can't sell it for a long time, it's very similar to the car falling into the water and rising slightly. At this time, of course you won't care which brand of the broken window hammer on your hand is.

As long as you can break free and exit liquidity, who cares which wallet is really used? And if it is not necessary, who is willing to change a hammer?

When the on-chain tokens are liquid, but cannot be brushed out or traded, the trend of users voting with their feet is very obvious. After all, their retracement is real money.

However, the directional mobility and attention created by the BSC ecosystem itself were ultimately unable to catch the wedding dress, but instead made the competitor's wallet accept a big gift. This is a pity and helplessness.

This situation not only occurred in Myshell's token selling process, but also in the dog-beating process last night.

When your own wallet cannot support traffic and enthusiasm, while waiting for CZ to announce the dog's name, everyone will also prepare an OKX wallet or a third-party Bot wallet to wait for the opportunity to make a comeback;

When too many people are rushing, causing the chain to stutter or cannot be entered, the Bot-related wallet can be purchased faster by setting up the handling fee. OKX's wallet also has a similar Meme trading model to face the popularity Fast trading of assets.

What do you think?

Looking back, the traffic and opportunities of Potian also need to have sufficient sound and easy-to-use infrastructure to support it. If not, users will naturally go and choose to use something better.

Position is not important, interests are important. What can we see from this?

First, this inter-chain competition and exchange competition have truly entered the stage of user experience war .

The prosperity of an ecosystem is no longer simply relying on TPS or Gas fee data, but the sum of tool fluency, exception handling mechanism and loss recovery path;

If the above sum is done well, it will be twice the result with half the effort; if it is not done well, it may lose the brand and the user.

Second, on-chain wallets have become the de facto traffic allocator. The user's first contact with the entrance experience of DApp determines the ecological sense of belonging and subsequent habits.

Third, when the user has formed a self-rescue plan (to be transferred to other wallets for use), compensation measures or sincerity must be directly benchmarked against the gap in the competitive product experience , rather than just an AMA or a slogan to solve it.

Talk is cheap, show us products.

This absurd stress test feels very similar to Zhang Mazi's metaphor in "Let the Bullets Fly": "Whoever wins, the user will follow."

When the wealth of the sky comes, it is never the bold words on Twitter, but the "confirm" button that is smoothly clicked in the wallet - after all, in the on-chain MEME season, every second of the stuttering is in competition A hand-carved moat.