In the Web3 data ecosystem, there is a painful point: individual users authorize data but do not receive $C, and after searching for customer service for a long time with no response, they can only accept their misfortune; small and medium NFT platforms suddenly report errors when calling data, and the technical team has no clue after investigating for a long time, watching activities get interrupted; offline bookstores use data redemption tools, but customers' NFT information cannot be retrieved, and with no guidance, customers can only wait in vain—'When problems arise, no one is in charge; when faults occur, no one comes to the rescue', leaving many participants both in love and fear of Web3 data. As a decentralized data infrastructure, Chainbase is building a 'Data Emergency Station' with 'Real-time Response + Fault Resolution', ensuring that newcomers receive answers within 10 minutes, small projects have solutions within 1 hour, and small stores get immediate guidance, thoroughly solving the dilemma of 'no way to seek help'.
Its core ability is to provide a 'fast track' for data issues, rather than letting problems accumulate and ferment. On the technical level, Chainbase has built a 'Data Emergency Hub': for individual newcomers, the hub launched a '10-Minute Response Channel'—users can click the 'Emergency Button' in the APP and choose 'Text Consultation', 'Voice Communication', or 'Remote Assistance'. The customer service team is online 24/7, promising a response within 10 minutes. For example, Xiao Chen, a white-collar worker in Guangzhou, authorized data but did not receive C after 3 hours. After initiating a consultation, he received a reply within 5 minutes: 'Data matching delay, compensation mechanism has been triggered, an additional 5 C will be credited within 10 minutes', and the issue was quickly resolved; for small and medium projects, the hub developed an 'Emergency Response Team'—when a project encounters data interface errors or data synchronization interruptions, after submitting an 'Emergency Request', a technical specialist will connect 1-on-1 and provide an investigation plan within 1 hour, resolving complex issues within 4 hours. During an event, a certain small to medium DeFi project suddenly could not load cross-chain data; the emergency team pinpointed the 'Node Synchronization Exception' in 30 minutes, switching to a backup node without impacting the event; for offline merchants, the hub designed 'Instant Redemption Rescue'—when merchants encounter tool failures, they can scan the 'Emergency QR Code' to connect with a dedicated consultant, who can provide remote assistance (e.g., 'Reconfigure redemption permissions', 'Switch to backup query link'), resolving issues within an average of 5 minutes. A community bookstore in Chengdu encountered a lag in their redemption tool during a weekend peak, and the consultant remotely operated for 3 minutes to restore normal function, ensuring customers could redeem discounts.
When the ecological landing occurs, Chainbase does not engage in 'formal customer service', but focuses on 'emergency scenarios' for targeted rescue. For individual newcomers, we launched a 'Common Questions Emergency Library'—organizing high-frequency questions like 'What to do if I haven't received C?' and 'How to cancel after authorization?' into a '1-step solution' graphic guide, allowing users to quickly find solutions by searching keywords. Currently, the emergency library covers 90% of common questions from newcomers, increasing the self-service resolution rate by 80%; for small and medium projects, we introduced a 'Fault Prevention + Emergency Package'—regularly sending 'Data Risk Alerts' to projects (e.g., 'A certain public chain is about to upgrade, it is recommended to switch to a backup interface in advance'). When encountering faults, they can also apply for 'Data Compensation' (e.g., 'Due to data interruption causing activity loss, a subsidy of 1000 C will be provided to soothe users'). A certain small to medium GameFi project was able to prepare in advance due to the alert, avoiding a node failure and reducing player attrition by 50%; for offline merchants, we initiated 'Peak Emergency On-site Support'—before high consumption peaks like holidays or store anniversaries, we arrange rescue consultants to connect with key merchants, standing by to handle issues in real-time. Recently, a chain milk tea shop held a Web3 membership day event, and the on-site consultant resolved 12 redemption issues on the spot, ensuring the smooth progress of the event. Even more considerate, Chainbase developed the 'Emergency Progress Tracking' function, allowing users and projects to view the 'Problem Handling Stage' in real time (e.g., 'Customer service has accepted the order', 'Technician is investigating', 'Solution has been sent'), eliminating the need for repeated inquiries.
In the long run, its value lies in 'rebuilding the sense of security of Web3 data' with the 'Emergency Station', allowing participants to know 'when problems arise, someone is in charge'. Currently, Chainbase has 2.65 million individual users and 120,000 small and medium cooperative projects/merchants using the emergency station to resolve issues, with a 100% problem response rate and an average fault resolution time reduced from 4 hours to 30 minutes. Recently, the project also reached a cooperation with the Web3 customer service platform Intercom to upgrade the multi-language support of the emergency channel (covering English, Indonesian, Spanish, etc.), serving global users, and it is expected to add 1.65 million individual users; cooperating with the offline merchant SaaS platform Ke Ru Yun to embed emergency functions into the merchant cash register system, allowing small stores to 'call for help with one click' when encountering problems. The 'Emergency Attribute' of the C token is also being strengthened: users who lose C due to data issues can apply for emergency compensation; projects purchasing the emergency package can enjoy a 30% discount when paying with C; users/projects staking C can unlock 'Priority Emergency Channel', increasing the speed of problem handling by 50%. This design has stabilized the $C staking rate at 99%, with an average daily trading volume growth of 115%.
From helping white-collar workers recover $C earnings in 5 minutes, to enabling small projects to fix data faults in 30 minutes, and to helping bookstores resolve redemption issues in 3 minutes, Chainbase is providing Web3 data participants with a 'peace of mind' through the 'Data Emergency Station'. As the coverage of emergency services expands and response times shorten, this 'problem nemesis' may allow 'not fearing problems and being able to solve them' to become a new confidence for the Web3 data ecosystem, encouraging more people to confidently participate in the data ecosystem.
