ySupport #4

[defiglenn]

Scope

Provide 24/7 support and assistance across discord, telegram and reddit, aiming to respond within 15 minutes. This is following on from previous requests #130, #110 and #76

Plan

We are trusted, long-standing members of the community who are skilled at effectively helping users with whatever issues they face. Whether they can't withdraw from an old vault, or they want to better understand how a vault returns, we are here to help.

With veYFI, boosted OP vaults, and plenty on the horizon, our work answering queries is crucial to the success of the protocol.

Additionally, scammers are more prevalent than ever, and smarter, so having someone online at all times is crucial to maintaining a safe online space across our channels. Phishing links need to be deleted, and impersonators need to be banned urgently.

The team are requesting an increase in the overall budget by 23%, reversing the 16% cut we took on 6 months ago in #110. This increase will enable us to each devote more time to Yearn, which is appropriate given the 24/7 nature of users seeking help.

Deadline

2023-11-30

People

Arberx
Crolev
Defiglenn - additional responsibilities: monthly reporting and coordinape admin
Fugggginn noooob
Jyhelper

Money

$4800 $6000 in YFI per month for discord/telegram/reddit support, split using coordinape
$1200 $1400 in YFI per month for yearn.social management, to fugggginn noooob

This grant covers ySupport for September, October, and November 2023

Amount

$6000 $7400 USD paid in YFI per month

Wallet address

ySupport Multisig: 0xbd7B3Bc2C4581Fd173362c830AE45fB9506B3dA5

Reporting

Monthly

[Harrysnot]

Hi Glenn,

If you guys are looking for a strengthening in the ySupport team, feel free to have a look at my request. For the past 1,5 years i have been a daily joiner of the Yearn discord and ecosystem. Also being involved into some governance lately. I really want to contribute and help users out. My experience across various blockchain platforms and decentralized protocols has equipped me with a diverse set of skills. I understand that with the scams going around, the requirement is swift reply and adequate help of users. I comprehend the significance of maintaining a scam-free environment, and i'm ready to be that watchful eye. We can perhaps set up a trial month to see how i can help contribute to the ySupport team.

Feel free to reach out via Discord. It's barrypooter nowadays. If my help is not needed, no hard feelings.

Kind regards,

Barry

[defiglenn]

September reporting

How do you evaluate team performance and quality of responses?
Speed and quality. J and I were pretty fast at responding this month. Between us, we seem to have encountered little problems covering the server 24/7. Regarding quality, looking over each others responses enables us to add to each others answers if appropriate. If something was missing from a response, or there was an inaccuracy, a contributor may get in touch and we can improve the answer. This is one of the key benefits of having a public space to answer user questions.

What was the general theme of questions?

• At the start of the month we had some domain issues which drove a lot of questions.
• Lots of questions about yETH. How does it works? The composition, pool weights and how can it be altered? How is it governed?
• With the veYFI launch date announced users are keen to understand about incentives
• We've had some questions about APRs not being accurate (This is currently being investigated). We had a bug earlier this month with crazy earnings being inaccurately shown to users that was promptly fixed.
• Why have I got X amount of OP rewards and not Y?
• How do I interact with etherscan?

How were answers generally found?

• Docs
• General DeFi knowledge of how smart contracts work and how yearn.fi works
• Tools such as yearn.watch, yearn.vision and seafood.yearn.watch
• yETH group useful if unable to answer a specific question about this new product, ySupport group chat too as lots of expertise of DeFi/Yearn so can always get a helpful answer for the user.

[MacMoriano]

defiglenn, how many support cases did you and J handled last month?

[defiglenn]

October reporting

October had much more activity compared to the previous few months, with users excited for veYFI, yETH, and OP BOOST rewards.

How do you evaluate team performance and quality of responses?

• General vibe of the discord is important. Users need to be satisfied with the response they receive, and for their problem to be dealt with effectively. Clear communication is key. So even if something takes a while to be solved, a clear line of communication helps avoid user being dissatisfied.
• Speed and quality of response is important. We aim to ensure users receive a response within 15 minutes.

What was the general theme of questions?

• Concern about UI issues, and how to interact with the website/contract effectively. The most issues observed were about reporting of token and dollar amounts, and the token approvals not moving to deposit. These were observed on several vaults, including yCRV products. Some users also reported not seeing OP BOOST rewards accruing on the UI, but were able to confirm amounts by checking the staking contracts on Optimism Etherscan.
• Lots of partnership requests, which were directed to #pr-marketing
• Why hasn't my vault harvested yet?
• How do I access/withdraw from this old vault?
• Why can't I connect using my Ledger/Coinbase wallet/similar?
• How can I work out my veYFI boosted rewards? Sharing the calculator sheet was found to be helpful here.
• How do I get my tokens out of this VELO vault?

How were answers generally found?

• Docs
• Posting in the secret admirers chats for the relevant project was useful this month, especially for yETH
• Seafood.yearn.watch and yearn.vision. Also stats from yearn.fi
• Etherscan or others
• ySupport group chat useful for a difficult question where no obvious person/team to contact

[defiglenn]

November reporting

For November, we saw the successful launch of yPrisma, which saw lots of questions. Overall, the support channels had a similar amount of activity to last month. However, there was an increase activity in the Price Talk telegram group and the #speculation channel when there was volatile YFI price action earlier in the month.

How do you evaluate team performance and quality of responses?

• Speed and quality of response is important. We aim to ensure users receive a response within 15 minutes.
• General vibe of the discord is positive, across all the different channels.
• Are users getting responses effectively and efficiently? Even on places like Reddit and the governance forum?

What was the general theme of questions?

• Confusion around LP-based vaults
• People asking about recent price action.
• How does yETH work? Voting power? Depositing one LSD?
• How does veYFI earnings work?
• How to interact with etherscan to withdraw from an old contract?
• Users wondering about length of time for harvests
• Questions around bugs: approval button not going away, migrations, site interaction not calling users wallet, OP staking tab not coming up, claiming yETH incentives not on UI

How were answers generally found?

• Docs
• Posting in the secret admirers chats for the relevant project was useful this month, especially for understanding yPRISMA
• Seafood.yearn.watch for details on harvests, and also the address for an old vault
• Yearn.vision for in depth look at each vault
• Etherscan or others
• ySupport group chat useful for a difficult question where no obvious person/team to contact