enter.help vision

enter.help has a vision to be humane and proactive in all interactions. In this article you can learn about how they handled the first 1000 tickets.

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@enter.artPUBLISHED 25TH AUGUST 2021

As most of our followers know by now, the enter team is a bunch of creative crypto enthusiasts looking to change the world.

Ever since our chairman and founder Kim André started compiling the pieces of what would eventually become enter, he has been looking for needs to fulfill and solutions for how to fulfill them. From artists never getting the support and monetary compensation they deserve from their work, to game companies selling loot boxes for absurd amounts of money, there were plenty of holes to be found in how the commercial industries of arts, games and communities are run today.

As the pieces of the enter team got together to pave the way forwards, we found another hole that needed to be filled, customer support in crypto. 

Expanding the revolution of enter

Most people engaged in the world of crypto and NFTs have their own horror stories regarding terrible customer service, long waiting times and auto-response bots. This, combined with a jungle of (false) information, scammers and lack of education, creates a feeling of being very alone and very, very vulnerable.

Seeing this, we realized that if we are to revolutionize the way we authenticate our ownerships, we would also need to revolutionize the way users are being treated in the crypto space. After all, when the mission is to reach far beyond the crypto space, it is also our responsibility to help where it is needed. 

When we launched enter.help, we did it with this in mind. We want to change the way user service is conducted in the crypto and NFT space. Specifically, we want to be human, responsive and proactive, and ensure that the users of the enter ecosystem always get the help they need, when they need it. 

Creating a foundation for future growth

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A few weeks ago, enter.help solved ticket #1000, marking an important quantitative milestone for one of the most recent additions to the enter ecosystem. A milestone that has given room for celebration and the information needed to look back at what we have accomplished so far. 

We like to look at enter.help just like enter.art; an experience center where the passion for connection drives us forward. It helps us improve our platform(s), expand our horizons and most importantly, create a foundation based on a close relation to the community from which we can grow as a company. It is the go-to place for anything related to support, feedback, bug reports and the like. 

Do you need to report a bug? We’ll hand it straight to the devs!
Are you discouraged by the current state of your portfolio? We’ll listen and offer a shoulder to cry on. 
Do you have some great feedback for the team? We’ll take notes and ensure it ends up in the right hands!
Are you an aspiring artist, looking to become verified? We’ll point you in the right direction.

Being human in a digital space

Because of our mission to be humane in all interactions, we do not use auto-responses or chatbots. If you reach out to enter, a human being (like us) will answer you with a personal message to handle your particular problem. 

“Thank you so much! You helped me a lot and I’m happy and glad how you care about us!
Thank you again.” 
                              - Ticket number 1318

Enter.help is also a crucial addition to the ecosystem, because it functions as a line of communication between the community, via the enter.help-team, and the relevant people at enter. This means that users that have problems with using the platform can get help quickly, relevant feedback ends up in the hands of the right person at the right time, and bug reports get delivered directly to the developers in a timely manner. In essence, enter.help allows us to be present, responsive and proactive in a constructive setting that is highly scalable. 

We also have a policy of one ticket, one helper. If you reach out to us with a problem that persists, we do our best to ensure that you speak to the same representative throughout the entire process. This ensures that you don't have to explain yourself multiple times, and that we can build a unique relationship with all the people we are sharing this journey with. 

“Great service caught up with me after I had not given any updates on the situation. Took care of issues.”
                             - Ticket number 1260

Proactivity = alpha omega

Because one of our key strategies is to be proactive, we continuously update our FAQ and forms, in order to always keep them up to date with the most frequent requests and problems. This way, we can ensure that our users always have relevant and helpful articles at their fingertips.

“Great as always!”
                           - ticket number 1358

In the big picture, enter.help is determined to push the boundaries of user service in the crypto space, and to set a new standard for the way crypto companies interact with their users. It is important for us to keep in mind that a very small percentage of the world's population currently own cryptocurrencies. As the remaining bunch get started with crypto in the coming years, they are going to need all the help they can get. In the future, we hope to be able to help out people with issues not directly related to the enter ecosystem as well. 

The way forward

“You can proudly say that you have the best support ever! **** was fast, professional, empathetic and very helpful. Thank you for taking care of such an important section of a marketplace!”
ticket number 1152

For Q3, our focus is to grow with the rest of the ecosystem. We are prepared to expand and educate the team in order to keep up with the growing user base and the new additions to the ecosystem that are soon going online.

We’re looking forward to talking to and helping you all in the coming times, and to share the enter journey with you! 

Written by Frederik & Ada.

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