New DAO Aims To Solve Web3’s Customer Service Woes

VillageDAO intends to be the first decentralized customer service platform


ConsenSys co-founder Joseph Lubin | Source: Collision.conf/"Collision 2018" (CC license)


key takeaways

  • The ConsenSys-LivePerson partnership first became official in August 2021
  • LivePerson, founded in 1995, previously pioneered messaging for Web1 and Web2 brands

ConsenSys, the Ethereum developer and MetaMask parent, is launching VillageDAO to enhance community engagement and scale customer service for Web3 brands.

Working with LivePerson, a customer service software based in artificial intelligence, ConsenSys will use MetaMask as the platform’s pilot.

The partnership first became official in August 2021, and both companies intend to leverage the community incentivization mechanisms of a DAO (decentralized autonomous organization) to facilitate existing users and land new ones. 

The goal is to “empower MetaMask users to get the support they need at the moment they need it” via LivePerson’s conversational artificial intelligence infrastructure, ConsenSys said in a statement. 

Most crypto wallets and exchanges are not known for timely and accurate assistance when it comes to troubleshooting. Discord, as such, has become the go-to customer support platform for Web3. But servers tend to be rife with scammers, and the application isn’t built to support the growing needs of the Web3 community.

“We are looking to implement principles of decentralization across all of our operations, and customer care is [the] tip of the spear,” Dror Avieli, vice president of customer success at ConsenSys, said in a statement. “Through VillageDAO, we’ll reward community members who help us elevate the quality of community engagement and learning throughout the Web3 space.”

Considered to be the first decentralized customer care offering for Web3, VillageDAO is encouraging both brands and individuals to join. Individuals can apply for expert status on the VillageDAO platform and be verified by a respective brand.

“Web3 is all about individuals helping each other,” Brian Haley, vice president of marketing at LivePerson, said. As more people become verified experts in certain products, the hope is that Web3 brands can better scale and service their growing customer base.

LivePerson was founded in 1995 and invented live web chats and messaging capabilities for customer service for both Web1 and Web2 brands.

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