We can’t rely on our customers to be cryptocurrency experts, or even experts in our system. Expert support allows our software to serve a wider range of potential users.
Expert support also helps users through catching edge cases and bugs. Casa does not use invasive user-tracking tools in our software because these tools can be used for attacks. Instead, we’ve designed a 24/7 support service that quickly captures issues from users, solves the problem, then transfers knowledge across teams and customers to prevent the same issue from occurring again.
This creates a virtuous cycle where expert support captures product feedback for the Design and Engineering teams responsible for updates and new features. The resulting system grows more resilient over time.