Author: Natalia

Simple Summary

This proposal seeks funding from the 1inch DAO for the purchase of comprehensive and dynamic support services, specifically tailored to help grow the 1inch Network ecosystem. The service proposal is designed to enhance 1inch Network customers' experiences and elevate the brand through top-tier Support services.

Abstract

The proposed Support services will be delivered in 6 service packages:

1. Issue management & reporting across multiple communication channels;

2. Documentation management through the maintenance of Help Center and Educational Resources;

3. Monitoring Reviews on Wallet App, Trustpilot and App Store;

4. Special Investigation for complex refund cases;

5. Support of the token listing and delisting process;

6. Participating in yearly conferences sponsored by the 1inch Network and managing the branded booth.

The 12-month subscription fee for the above 5 service packages is approximately $890,000.00 USDC. The full annual subscription fee is to be paid starting at the 1st of the month immediately following the passing of this proposal.

Total Grant Value: $890,000.00 USDC.

Motivation

1inch Network products and services deliver significant benefits to users on their path to self custody. The key to success lies not only in the core product offerings of this leading DeFi network but also in the quality of customer support it provides.

An efficient and responsive technical support services play a critical role in delivering a smooth user experience. Ultimately, these services establish brand credibility, user retention, and network expansion; which are all vital elements for the long-term success and growth of the 1inch Network ecosystem.

Specification

Our commitment to excellence is reinforced by a Service Level Agreement (SLA), based on key performance indicators (KPIs) that are central to the aforementioned Support Services.

• The KPIs are as follows:

1. Inbound Volume: Up to 3,000 contacts per month on average across multiple communication channels (Email, LiveChat, Telegram, Discord). Request volume can be concentrated on specific release dates during the month.

2. Comprehensive Coverage: We are available to 1inch users 24/7, providing round-the-clock support to address inquiries and issues promptly.

3. Swift Response Time: Up to 5 Minutes. We guarantee a swift acknowledgment of inquiries within five minutes, ensuring fast and efficient responses for 1inch Network users.

4. Customer driven: Customer Satisfaction Measured Through Post-Request Surveys. We actively seek and act upon customer feedback to continuously refine our services and improve customer satisfaction.

5. Improvement of technical documentation: Continually improve 1inch Network technical documentation based on the feedback and needs of developers using 1inch Network protocols. This includes FAQs, code examples, SDKs, and tutorials etc.

6. Bug-bounty program management: A crucial aspect of our security involves running a bug-bounty program, rewarding external individuals who help us identify and fix potential 1inch Network vulnerabilities.

7. Participation in conferences, meetups, and hackathons: Our communication with the developer and user community at events is essential for gathering feedback, which sharpens our support services and aids in the continuous evolution of our technical documentation.

To deliver excellent Support services tailored to the needs of 1inch Network, we combine both a global team of web3 veterans with extensive experience in DeFi and cutting edge automation using the most current AI tools.

• Global Team of Web3 Veterans:

We understand that 1inch Network has unique requirements. Our team of support consultants have gained expertise in DeFi and 1inch Network products and services through experience, active participation in the industry and continuous training on 1inch Network’s latest products and services.

• Cutting Edge automation using the latest AI tools:

To enhance the delivery of our support services, we employ an innovative approach that leverages AI-based large language models (LLMs) as the first point of contact.

Our advanced GPT-4 powered chatbot is capable of handling routine inquiries and providing 24/7 coverage. It is integrated with a continuously expanding suite of knowledge sources, ensuring accurate information is readily available in real-time for 1inch Network users and developers.

For complex issues such as blockchain investigation, integration troubleshooting, and detailed refund cases, our expert team is here to provide personalized expertise, ensuring that each and every user and/or developer gets the support they need.

Funding allocation

• [ ] Issue Management & reporting across multiple communication channels

• [ ] $480,000 per year

This service package handles the management of customer issues reported through various communication channels, ensuring that customer concerns are addressed promptly and effectively under the SLA mentioned above.

• [ ] Knowledge management through the maintenance of Help Center

• [ ] $150,000 per year

This service package handles the optimization and maintenance of 1inch Network’s Help Center content, ensuring that your customers have access to self-help resources and frequently asked questions, reducing the need for direct support inquiries and enhancing user experience. The Help Center will be optimized to enable automation using the latest AI tools.

• [ ] Monitoring reviews on Wallet App Trustpilot and App Store

• [ ] $40,000 per year

This service package handles the monitoring of customer reviews across various platforms, including your wallet app, Trustpilot, and the Apple Store. This will help 1inch Network gather valuable insights into your users' experiences and proactively address any issues to maintain a positive online reputation.

• [ ] Special Investigation for complex refund cases

• [ ] $140,000 per year

This service package is dedicated to the management of complex matters such as blockchain exploration and detailed refund cases. Our expert team is here to provide specialized expertise, ensuring comprehensive and rapid solutions while interacting with the 1inch Network development team.

• [ ] Support of the token listing and delisting process

• [ ] $80,000 per year

This service package handles the complexities of token listing and delisting, ensuring compliance with all relevant regulations and a smooth process.

Service Package Summary (12 months): $890,000.00 USDC

Fund Transfer Specification

If this proposal passes, the 1inch Network DAO will transfer just over $890,000.00 USDC to pay for rendered services over the next 12 months.

The funds will be transferred from the 1inch DAO primary Treasury Wallet to the following 3 of 5 multi-sig wallet (controlled by the Support team): 0xDE03Fc449Db249DCBC3a795AD72851Be8739B724

Rationale

In designing the support services outlined in this proposal, our primary motivation was to create a robust and comprehensive customer support system that directly aligns with the needs of the 1inch Network ecosystem and its users. Several alternative designs and structures were considered, including various configurations of support packages and levels of service. However, the proposed five service packages were chosen as they collectively address the key areas essential to elevating user experience and bolstering the 1inch Network brand.

Considerations

Without these support services, the 1inch Network will face challenges in customer satisfaction, potentially affecting user retention and network growth. A lack of comprehensive support could lead to unresolved customer issues, negatively impacting the 1inch Network's reputation and brand value. The absence of specialized services like the bug-bounty program management and participation in conferences could also slow down the continuous evolution and improvement of 1inch Network protocols and technical documentation.