Web3 is decentralized, but don't forget about people's hearts.
Web3 is a place that emphasizes rules. The code is clear, the mechanisms are airtight, and everyone knows that a good product is the truth. People usually talk about products, deep dives, and fee comparisons, with technology and security always on their lips.
In this industry, most of the time, if you make a wrong chain transfer, no one compensates you; if you get liquidated, no one comforts you, they will just tell you "DYOR" (Do Your Own Research).
However, some people at this moment say: "I am here."
As the head of Bitget's Chinese-speaking region, I usually talk about platform technology, product value, wealth effects, brand growth, etc., but I also know that often the number of users a platform retains is because, at certain moments, users feel valued, listened to, and understood. And what provides this is not the system, not the program, not the code, but our customer service.
The consensus in this industry is written on the chain; but human empathy is hidden in a simple "How are you doing over there?". Technology determines whether the system can run, while service determines whether users want to stay.
So today, I will share some real cases, without filters or motivational quotes, sharing them in their original form, hoping they can be seen.
1. The commission issue at dawn: Trust is harder than mechanisms
In the early hours of May, a VIP user from Canada entered the customer service chat, sending over a dozen questions about agent commissions, complete with screenshots and lists, repeatedly confirming details.
According to the process, these should have been handed over to the BD or agent team. But Miya did not pass it on; she chose to take on this "cross-role Q&A".
She directly responded to what she could answer and recorded what she was unsure about to pass on to the relevant team. The user apologized, saying, "Am I asking too much?" She replied, "Take your time, I'm here."
During this time, the user encountered an issue with an invitation link not opening. Instead of passing it to tech support, she determined it was an IP region restriction and guided the user step-by-step to modify the link suffix.
This conversation lasted a full hour and a half. At the end, the user said, "I just wanted to understand the commission mechanism, but you made me believe in this platform."
2. Wrong chain transfer: She didn't just send a link and call it a day
"I don't really understand terms like chain, currency, or address; I just know I clicked the wrong place, and then the coins couldn't come in. I didn't really understand several emails, and I couldn't tell if the link was a scam, but luckily I found customer service Xiaomi."
Cases like this, where users can't receive assets due to selecting the wrong network, are not uncommon on the platform. Normally, customer service just needs to send a self-service application link for the user to fill out. But when many people open the page, they get "dazed".
Yumi didn't just throw a link at the user; she assisted step by step: helping the user find the block explorer, teaching him how to locate the TXID and original address, explaining form fields, guiding screenshots, and even reminding him in advance of places that are easy to make mistakes. Even when the user's network was lagging and the conversation was intermittent, she patiently waited.
Yumi said, "Normally, if the user’s deposit currency is verified and the chain currency is incorrect, we guide the user to apply for a return through the return link. But if the user has questions about the process, we can't just let them look at the return link by themselves."
A few days later, the coins were returned. The user sent feedback: "I thought this money would definitely not come back; it was you who helped me understand step by step and kept encouraging me. I'm really touched."
3. That night, she wasn't just customer service; she was the last window before emotional collapse
"If your contract gets liquidated, can you wait?" "Is our money just blown in by the wind?" "Once we enter the exchange, is it no longer ours?"
On a deep night in May, an old user suddenly rushed into the customer service window, emotionally agitated. His contract account on another platform was about to be liquidated, but his Bitget account was frozen, preventing him from withdrawing funds. He kept asking: "What reason do you have to withhold user assets?" "Which law allows you to freeze at will?" "You are killing the hopes of ordinary people!"
According to the process, such risk control issues would be handed over to a dedicated line, and online customer service would just pass it on. But Rose did not leave; she stayed at the window from 11:20 PM to 12:12 AM.
She expedited feedback while repeatedly explaining the process, but more importantly, she kept listening to him.
"There’s no one around me to support me." "I can't hold on anymore." "I'm not trying to gain sympathy; this is just the reality of my situation."
In response to these words, Rose didn't use a template; she simply replied: "At thirty, you can stand tall; everything is still possible." "I hope you cherish life; there are opportunities everywhere, don't give up." "I believe you can get through this and stand up again."
Later, the user calmed down and said, "Miss, I'm not targeting you; I was just too anxious, it's about the situation, not you." "Thank you for listening to my troubles. And thank you for really helping me."
4. She spent an hour just to explain where that $10 difference was
"I'm not just talking; I have screenshots of my profit-taking records—yet the last customer service only gave a shallow explanation of the concept and told me to rely on what was shown in my historical positions, without further verification. The experience was very poor."
This was a message from a new user in April 2025 in the customer service window. He found that his contract trading showed a profit of 24U, but only 14U was credited, feeling confused and somewhat disappointed.
Rose took over the conversation. According to the process, she only needed to explain that net profit includes fees, funding costs, etc., and the user could check it in the profit and loss details. But the user insisted, "I still feel something is wrong; is your algorithm incorrect?"
She didn't transfer the ticket or send a link for the user to check; instead, she decided to manually calculate: copying the user's 17 transaction fees and 6 opening and closing records from the backend, pasting them into Excel, breaking down each fee, cost, and realized profit and loss one by one, and annotating them in the screenshots. Since the system couldn't export, she had to manually format and calculate the amounts, spending nearly an hour.
In the end, she sent the organized details screenshot to the user, explaining in an email: "The net profit you see is accumulated this way. You can also verify it in the app."
After reading it, the user proactively returned to leave a message: "It turns out I calculated it wrong myself; thank you."
5. In the desert, she was always "online"
During the May Day holiday, an event was about to go live, and the operations team discovered display anomalies that affected the schedule for the day. The originally scheduled staff was unavailable, so they had to contact customer service Nancy, who was on vacation.
She was traveling in the desert with intermittent signal. After receiving the message, she chose to cut her trip short, return to her accommodation, wait for the network to stabilize, and complete the necessary adjustments.
The task itself was not complicated, but switching back to work mode immediately under the circumstances of planned rest and unstable signal was not easy. The event went live as scheduled, and users did not feel any fluctuations.
The phrase "experience as usual" sometimes just means someone came back when they shouldn't have been online.
6. He just felt it was too late to handle it after work
At 5 AM, Lexus was reviewing a batch of security item change requests before the end of his night shift and noticed a VIP user had requested to change their email.
The account's security configuration was relatively simple, and the amount of funds was not small. He judged that this request posed a risk of being hacked, "If this is a hacker trying to initiate a change request, we would be exposing the entire account."
Originally, this could have been handed over to the day shift, but he didn't wait; instead, he contacted the user and arranged the verification process for 7 AM, two hours ahead.
The user could provide some deposit records, but some funds came from friends' transfers, and the information was incomplete. Lexus assisted in organizing device, login records, and IP addresses while cross-confirming with the risk control team.
Within 10 hours, the verification was completed, and the email change was processed.
When asked why he handled it this way, he said, "Although the process allows waiting for the next shift, as long as I can help the user secure their account faster, I'm willing to stay."
7. When the mechanism changed, he began to complete tasks
At his previous exchange, Owen's customer service performance was highly dependent on user ratings. As long as the approval rate was slightly low, even if he scored full marks on questions, he could be pulled into the assessment process. Many negative reviews were not due to service issues but complaints about other aspects of the platform or users venting their emotions.
To avoid score deductions, he began to avoid complex issues and reduce service risks.
After joining Bitget, the customer service assessment method changed; it no longer only looked at ratings but combined service details and improvement records. In his work, he could quickly provide feedback on issues, and the training process was clearer.
With the change in environment, his handling methods also adjusted. When faced with questions like "Why do withdrawals need to be bound to Google verification?", he began to include screenshots and explain step by step; when faced with basic questions like "How to exchange coins?", he would supplement the usage path for instant exchange.
The process didn't change, but the approach did.
Not because anyone asked him to do more, but because the system allowed him to explain the issues clearly.
8. He treated the issues before the host's live broadcast as his own project
In the push from 0 to 1 for live trading business, Mike was responsible for the overall implementation. The project involved multiple internal teams and external service providers, with an immature process and intensive coordination, aiming to build a system centered on the host's user experience.
During the project, there were frequent errors with the service provider's API. Mike didn't wait for repairs; instead, he worked with internal tech to sort out the interfaces and debug the logic until everything was clarified. He knew that if there was a problem in the chain, the host wouldn't be able to go live.
On the night of the launch, a KOL-level host had equipment issues. Mike provided remote assistance on-site, troubleshooting the sound card recognition issue and reallocating resources, ultimately ensuring the live broadcast started on time. He said, "Going live is the starting point of the experience; even if it's just one person, I hope she has a smooth experience."
In addition to the live project itself, he also filled in on other projects. For example, when issues arose during the launch of the app's customer service module, he proactively joined the testing and participated in optimization.
He wasn't responsible for all modules, but in his view, user experience couldn't be handled in segments; when problems arose, they should be resolved.
9. When the DApp was inaccessible, he didn't let the process take precedence
At the end of 2024, a user who invested in SHIB found that they couldn't access the event DApp to claim an airdrop. The reason was that the DApp was not on the whitelist, and the system defaulted to blocking access.
According to the normal process, adding to the whitelist requires product evaluation, risk control approval, and testing coordination, which takes time. But Hiyoung, after understanding the complete situation, did not wait for the review; he believed, "This issue may be small, but it's a critical point for the user. If we can go live quickly, we can directly improve the user experience."
He immediately organized the Wallet backend and testing personnel to push for the launch. That night, the issue was resolved, and the next day the user successfully claimed their reward and expressed gratitude on Twitter.
The entire matter had no formal process meetings or official requirement documents, but the relevant personnel quickly reached a consensus and solved a niche but specific problem.
10. He creates content and echoes emotions
Harden is a member of the social media team and a long-time trader. He participates in content creation, not by choosing topics based on trends, but by starting from user emotions to create videos that resonate with traders' experiences.
When BTC surged, he joked with the bears that "the market is ruthless"; when the market plummeted, he made a comparison with Grab delivery drivers, connecting with Southeast Asian culture; when ETH's performance was weak, he refrained from commenting and instead joined users in lamenting "unreliable"; even when Trump was inaugurated, he created content from the perspective of crypto investment.
These videos do not use "official language," yet users are willing to like them because the expression feels more like "standing together."
The topic selection is not based on intuition either. He analyzes comments, looks at the relationship between likes and watch time data, and even regularly checks discussions in the comments on competing platforms. When he saw users discussing Stop Loss, he created content around that topic, and the view count exceeded expectations.
Some users also mentioned they liked quiz challenge videos; although the data for these isn't high, he still updates them regularly.
Harden said, "What we create is not just Crypto content, but things that all financial investors can empathize with."
A final note, I won't disturb you while you place your orders
I wrote down these 10 stories. Not because they are particularly "highlighted," but because they would originally just lie in the FAQ ticketing system, silently archived where no one could see them.
And now, I hope you see them.
After all, even in a decentralized Web3, we must not forget about people's hearts. No matter how resistant to censorship or distributed the system is, it always needs some "human will" to catch those moments that are about to fall.
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