Xie Jiayin: I hope you see them
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Xie Jiayin: I hope you see them
Web3, even as you decentralize, don't decentralize the human heart.
Navigating Web3 tides with focused insightsWeb3 is a place of rules. Code is written clearly, mechanisms run flawlessly, everyone knows that product quality is the ultimate truth. People usually talk about products, compete in depth and fee rates, and constantly emphasize technology and security.
In this industry, in most cases, if you send funds to the wrong chain, no one will compensate you; if you get liquidated, no one will comfort you—instead, you'll just be told "DYOR" (Do Your Own Research).
Yet, at moments like these, some people say: "I'm here."
As the head of Bitget's Chinese-speaking region, I typically discuss platform technology, product value, wealth effects, and brand growth. But I also know that often what determines how many users stay with a platform is whether, at certain moments, they feel valued, heard, and understood. And this doesn't come from systems, programs, or code—it comes from our customer service team.
The consensus of this industry is written on-chain; but human empathy lies hidden in a simple phrase: "Are you doing okay over there?" Technology decides whether a system can run, but service decides whether users want to stay.
So today, I'm sharing some real stories—no filters, no added鸡汤 (chicken soup), just raw and honest accounts—for them to be seen.
1. A commission issue at dawn—harder than mechanism is trust
In the early hours of May, a VIP user from Canada entered the customer service chat and sent over a dozen questions about agent commission rebates, complete with screenshots and checklists, repeatedly confirming details.
By process, these should have been forwarded to the BD or agent team. But Miya didn’t transfer it—she chose to take on this "cross-role Q&A" herself.
She answered what she could directly and noted down uncertainties to pass to relevant teams. When the user apologized saying, “Am I asking too much?” she replied: “Take your time, I’m here.”
During the conversation, the user encountered an issue where the invitation link wouldn’t open. Instead of handing it off to tech support, Miya diagnosed it as an IP regional restriction and personally guided the user through modifying the link suffix.
The chat lasted exactly an hour and a half. At the end, the user said: “I originally just wanted to understand the rebate mechanism, but you made me believe in this platform.”
2. Wrong-chain transfer—she didn’t just send a link and walk away
“I don’t really understand terms like chains, tokens, addresses—just clicked the wrong place, then the coins didn’t arrive. I read several emails but still couldn’t figure it out, wasn’t even sure if the link was a scam. Thankfully I found客服小米 (Xiaomi).”
Cases like this—users losing assets due to selecting the wrong network—are common on the platform. By procedure, customer service only needs to send a self-service application link and let users fill it out. But in reality, many users get completely lost once they open the page.
Yumi didn’t simply toss a link. Instead, she walked the user step by step: helped locate the block explorer, taught them how to find the TXID and original address, explained form fields, guided screenshotting, and proactively warned about common pitfalls. Even when the user’s connection lagged and messages came through intermittently, she patiently waited throughout.
Yumi said: “Normally, after verifying a user’s deposit token and identifying a mismatched chain, we guide them to apply via the refund link. But if users have questions about the process, we can’t just tell them to check the link themselves.”
Days later, the funds were successfully returned. The user responded: “I thought this money was gone forever. You walked me through every step and kept encouraging me—I’m truly moved.”
3. That night, she wasn’t just customer service—she was the last window before emotional collapse
“If your futures contract gets liquidated, can you afford to wait?” “Are our funds just blown in by the wind?” “Once we deposit into an exchange, does it stop being ours?”
One late night in May, an experienced user burst into the customer service chat, visibly distressed. His futures account on another platform was about to be liquidated, but he couldn’t withdraw funds because his Bitget account was frozen. He fired off questions: “What right do you have to withhold user assets?” “Which law allows you to freeze accounts arbitrarily?” “You’re crushing ordinary people’s hopes!”
Per protocol, such risk control issues are escalated to a dedicated line—the frontline agent only needs to forward it. But Rose didn’t leave. She stayed in the chat, accompanying him from 11:20 PM to 12:12 AM.
While urgently escalating the case, she repeatedly explained procedures—but more importantly, she kept listening.
“There’s no one around me who supports me.” “I can’t hold on anymore.” “I’m not trying to play the victim—this is just my reality.”
Faced with these words, Rose didn’t resort to templates. She simply responded: “At thirty, life begins—you still have time.” “Please cherish your life. Opportunities exist everywhere. Don’t give up.” “I believe you’ll get through this, and rise again.”
Eventually, the user calmed down and said: “Miss, I wasn’t targeting you—I was just desperate. It’s about the situation, not the person.” “Thank you for letting me vent. Thank you for actually helping me.”
4. She spent an hour just to explain where the $10 difference came from
“I’m not making baseless claims—I’ve screenshotted all my take-profit records. But the previous agent only gave a superficial explanation and told me to refer to the historical positions, without further verification. The experience was terrible.”
This was a message from a new user in April 2025. He noticed his futures trade showed a $24 profit, but only $14 arrived—confused and disappointed.
Rose took over the conversation. By procedure, she only needed to explain that net profit includes fees like transaction and funding costs, which users can review in their PnL details. But the user insisted: “It still feels wrong. Is your calculation algorithm broken?”
She didn’t file a ticket or send a link. Instead, she manually recalculated: copied 17 funding fee entries and 6 open/close position records from the backend, pasted them into Excel, broke down each fee, transaction cost, and realized PnL item by item, annotated directly on screenshots. Since the system couldn’t export data, she had to format everything manually and calculate amounts by hand—taking nearly an hour.
Finally, she sent the organized breakdown screenshot and emailed: “This is exactly how your net profit is calculated, step by step. You can verify each item in the app.”
The user returned later: “Turns out I miscalculated myself. Thank you.”
5. He was in the desert, yet remained “online”
During the Labor Day holiday, an event was about to launch when operations spotted a display anomaly that would disrupt the day’s schedule. The assigned staff was unavailable, so they had to urgently contact Nancy, a customer service agent who was on vacation.
She was traveling in the desert, with spotty signal. Upon receiving the message, she chose to cut her trip short, rushed back to her accommodation, waited for stable internet, and completed the necessary adjustments.
The task itself wasn’t complex, but switching back into work mode during planned downtime with unstable connectivity wasn’t easy. The event launched on time—users never noticed any disruption.
Behind those four words—“business as usual”—sometimes lies someone returning online when they weren’t supposed to.
6. He just felt waiting until shift change would be too late
At 5 AM, Lexus, reviewing a batch of security setting change requests before ending his night shift, noticed a VIP user requested an email change.
The account had minimal security setup and held substantial funds. He suspected theft risk: “If this is a hacker attempting a takeover, we’d be handing over the entire account willingly.”
He could’ve passed it to the day shift. But instead, he proactively contacted the user and arranged verification for 7 AM—two hours later.
The user provided partial deposit records, but some funds came from friends, so information was incomplete. Lexus helped compile device logs, login history, and IP addresses, while cross-verifying with the risk control team.
Within less than 10 hours, verification was complete and the email change processed.
Why did he handle it this way?
“Even though I could’ve waited for the next shift, if acting faster helps protect the user’s security, I’m willing to stay.”
7. Only when the system changed did he start completing tasks fully
At his previous exchange, Owen’s customer service performance heavily relied on user ratings. Even with perfect answers, a slightly lower approval rate could trigger a performance review. Many negative reviews weren’t due to service quality—some stemmed from complaints about other platform issues, others from emotional outbursts.
To avoid point deductions, he began avoiding complex cases and minimizing service risks.
After joining Bitget, the evaluation model changed—no longer solely based on ratings, but incorporating service details and improvement records. Issues could be quickly reported internally, and training became clearer.
With this new environment, his approach shifted. For questions like “Why do I need Google Authenticator for withdrawals?”, he started adding screenshots and step-by-step guides. For basic queries like “How to swap coins?”, he supplemented with flash swap usage paths.
The process didn’t change—his method did.
Not because anyone demanded extra effort, but because the system now allowed him to fully explain things.
8. He treated a streamer’s pre-live issues as his own project
Mike led the end-to-end rollout of a live trading feature, starting from scratch. The project involved multiple internal teams and external vendors, with immature processes and intense coordination, aiming to build a system centered on streamer experience.
When the vendor’s API kept failing, Mike didn’t wait for fixes—he worked with internal tech to analyze interfaces and debug logic until the root cause was identified. He knew any glitch in the chain would prevent streamers from going live.
On launch night, a KOL-level streamer faced device issues. Mike remotely assisted on-site, troubleshooting audio driver recognition and allocating compatible resources—ensuring the stream started on time. He said: “Launch is where experience begins. Even if it’s just one person, I want it to go smoothly.”
Beyond the live project, he stepped in elsewhere. When issues arose during the App’s customer service module launch, he proactively joined testing and optimization.
He wasn’t responsible for all modules, but in his view, user experience can’t be fragmented—wherever a problem appears, it must be solved.
9. DApp inaccessible—he didn’t wait for formal process
Late 2024, a user invested using SHIB but couldn’t access the campaign DApp to claim an airdrop. The reason: the DApp wasn’t whitelisted, so the system blocked access by default.
Normally, adding a whitelist entry requires product assessment, risk approval, and testing integration—a lengthy process. But after understanding the full context, Hiyoung decided: “This issue may seem small, but it’s critical for the user. If we can deploy quickly, we directly improve their experience.”
He immediately coordinated Wallet backend and testing teams to fast-track deployment. The fix was completed that night. The next day, the user successfully claimed rewards and thanked publicly on Twitter.
No formal meeting, no official requirement document—yet stakeholders quickly aligned and resolved a niche but real issue.
10. He creates content—and echoes emotion
Harden is part of the social media team and also a long-term trader. His content isn’t driven by trending topics, but by user sentiment—videos that resonate with traders’ real feelings.
When BTC surged, he joked with short-sellers about “ruthless markets”; during market crashes, he used Grab delivery riders as metaphors, connecting with Southeast Asian culture; when ETH underperformed, he didn’t analyze—just vented with users about its “lack of ambition”; even during Trump’s inauguration, he created content from a crypto investment angle.
These videos avoid “official jargon,” yet users willingly like them—because the tone feels like “standing together.”
Topic selection isn’t guesswork. He reads comments, analyzes relationships between likes and watch duration, and regularly checks discussions under competitors’ platforms. Seeing users talk about Stop Loss, he made a video on it—the views exceeded expectations.
Some users said they liked quiz-style videos, even though the metrics weren’t high—he still updates them regularly.
Harden said: “We’re not just creating crypto content—we’re creating things every financial investor can empathize with.”
Last words—won’t interrupt your trading anymore
I wrote these 10 stories not because they’re particularly “glamorous,” but because otherwise they’d remain buried unseen in FAQ tickets, silently archived.
Now, I hope you see them.
After all, even if Web3 decentralizes everything, don’t decentralize humanity. Even if systems are censorship-resistant and distributed, we still need some “human will” to catch those moments when someone is about to fall.
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