Author: Marco Gonzáles

Editor: Randall Roland

Maybe the most impactful resource new users encounter is the EOS Support Learning Center. There’s a wealth of information on the Learning Center. Of the nearly 200 articles, most have already been translated into German (95%), Spanish (89%), Turkish (82%), Korean (78%), Chinese (75%) and Russian (73%). More than half are available in Italian and French.

The Learning Center continues to expand its topics across language barriers. Whether it be reporting on the latest scam, or detailing a common onboarding challenge, the Learning Center provides a solid foundation. It’s available at any time and services a wide variety of experience levels. Categories include:

The support team uses social media to help with scam prevention. New scams, frauds and other potential threats get reported immediately. EOS Support’s response to scams is unmatched in the ecosystem. Even so, the anti-scam team actively seeks new and better ways to protect EOS users.

Operational control has been identified as a way that EOS Support can help monitor the network. The team works with nodeos Network Monitoring (provided by EOS Nation). Agents can fully analyze problems before passing on their findings.

With trained agents on hand, EOS Support established the (Emergency) Communication Protocol. Operational control is especially key in the following areas:

Other important activities employed by the support team involve training and testing. Agents conduct tests and internal exercises that ultimately serve the mainnet community. By running scenarios, exploring the latest advancements, and documenting findings, support agents stay ahead of the curve to ensure the safety of client assets and the overall health of EOS.

EOS Support customers can open tickets for help with a specific problem. Agents offer their expertise and networking connections. At the time of this writing, the team responded to more than 500 tickets with over 6,000 replies. Medium close time was about two and half hours with an initial response time of 72 seconds. Customer satisfaction was recorded to be 98.6%

Open a ticket for things like:

New problems arise in blockchain all the time. Such is the nature of innovative technology. EOS leads development of 3rd generation blockchain technology. Oftentimes, developers outpace what’s known by even community experts.

Reaching out to an EOS Support agent is a way to begin networking to find the best solution. If an expert agent has just become aware of a new issue, EOS Support can reach out to those in-the-know (e.g. specific project developers). Solving problems often comes by way of teamwork, a trait highly valued by the EOS Support team.

Antelope Leap introduces a new dynamic on the mainnet. Not only does it represent the next advancement of EOS, it also delivers on old promises. The 3rd generation of the EOS may prove to be the greatest leap forward in technology that the mainnet ever undergoes. Add to that inter-blockchain communication (IBC), multi-chain collaboration (Coalition+) and an EOS EVM.

Providing advanced customer support is a no-brainer. Some services require more time than is practical for a live agent. That’s where EOS Support Plus comes in. As EOS and the greater ecosystem grows, more advanced services will undoubtedly be needed.

EOS Support is more than a customer service department. It’s a network of caring professionals dedicated to the success of its clients. Starting out with a knowledgeable network can have profound impacts on the long term success of any endeavor. EOS Support remains active in social media and supports independent initiatives that benefit clients and the overall organization.

Social media groups and chats offer opportunities to provide support. Agents work with moderators across Twitter, Facebook, Telegram, Reddit, Linkedin and Discord.

EOS Support is a fun place to work. The EOS Giveaway Show serves to both inform and reward community members who know, or want to know, their mainnet. Giveaways take the form of weekly Trivia. The show takes place each Thursday at 4pm UTC. New shows are announced on Twitter with participation available on YouTube and Twitter Spaces.

EOS Respect grew out of the need and desire to provide responsible community-funded projects. The key difference between EOS Respect and other projects (e.g. Pomelo) is accountability. Where Pomelo intently audits each season, EOS Respect elects individuals for the purpose of accountable funding distribution. EOS Respect is the first organized body to institute accountability of EOS funds, an issue identified as problematic in recent months. To learn more about EOS Respect, read this article, a recap of an interview with our Head of Communications Charles Bishop.

EOS, as a community, is characteristic of users who want to be involved and contribute to the network. If that sounds like you, you may want to check out EOS Support’s Ambassadorship program. The EOS Support Squad is made up of all types. Some are technical, while others are moderators and manage broad activities. Some members write and/or translate articles, and still others have started their own project and/or community.

The next EOS Support segment takes a look at upcoming work, further community outreach, the impact of Antelope Leap, and how the network can support Eden on EOS. Much of the information here was taken from the EOS Support Semi Annual Report.

The future of the mainnet is bright. However, it will take work and challenges will undoubtedly arise. EOS Support helps onboard new users, as well as advanced applications and troubleshooting. It’s your concierge service for the EOS mainnet.