Huobi HTX "VIP Guardian Program" | Beth: True VIP Service Is Becoming a Client's On-site Partner
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Huobi HTX "VIP Guardian Program" | Beth: True VIP Service Is Becoming a Client's On-site Partner
All customers are VIPs, regardless of size.
Navigating Web3 tides with focused insightsThe "VIP Guardian Plan" is a series of interview columns launched by HTX, focusing on key account service practices. Every Tuesday, it invites front-line key account managers from the platform to share real service experiences, market observations, and customer demand insights, conveying a long-term service philosophy and showcasing HTX's professional and steady customer service capabilities.
This episode of the "VIP Guardian Plan" invites Beth, a Key Account Manager at HTX, who uses professionalism and meticulousness to interpret what true "service granularity" means.
At the start of the live stream, she smilingly recounted a rather dramatic connection: earlier, she was invited to serve as a judge for the "HTX Queen" talent contest. During that relatively sluggish market phase, she truly felt the professionalism of the HTX team in doing practical things for the brand and users. Even more wonderfully, the two hosts interviewing her, Guo'er and Xiaxia, originally met because of the 'Queen' contest, and today have become not only colleagues fighting alongside her but also irreplaceable close friends.
From commercial operations at major internet companies in the early days to a decade rooted in the Crypto industry, Beth has personally experienced multiple market cycles and witnessed the industry's development and changes. Beth knows well that in the Web3 era, serving high-net-worth clients can no longer rely on traditional traffic mindsets, but requires truly stepping into clients' business scenarios and understanding their needs.
Breaking Information Asymmetry, Being a Game-Changing Assist for Real Money
Many users' perception of key account managers often stays at "pleasantries" and "giving away merch". But in Beth's eyes, the core value of a key account manager is leveraging information advantages to directly optimize cost structures for clients, directly converting into tangible money visible in their accounts.
Most basically, it is subtraction of costs. Beth once guided a client with huge trading volume to configure the ecosystem partner token $HTX during suitable market conditions. Just this simple operation directly saved the client 10% in trading costs on top of the original low fee rate.
Secondly, it is addition of returns. A client was usually busy with work, with large amounts of funds idle in the account. After understanding this user's needs, Beth helped him sort out the asset structure and enabled stable yield functions like "Auto Earn", allowing the originally sleeping funds to generate thousands of dollars in passive income unknowingly.
What best reflects the hardcore strength of a key account manager is the multiplication of capital utilization. Facing professional trading teams with extremely high capital utilization but suffering from limited liquid funds, Beth can not only keenly capture pain points but also quickly coordinate platform resources to provide customized margin lending for them. With interest costs as low as 0.015%, she directly leverages ultra-high leverage of 1:3 or even 1:4. Under extremely low capital friction costs, the client's overall revenue achieved a multiplicative explosion. This kind of professional empowerment with extreme digital impact is exactly where the hardcore value of a key account manager lies.
Rejecting Templating, The Customization Rule for Every Individual
"Customer needs are not something we force upon them, but need to be mined along their trading journey." Beth emphasized that true VIP service is absolutely not a set of standardized template scripts, but precise strategies varying from person to person.
Facing "aggressive" clients who like to play with high volatility and high leverage, many customer service templates react with "forcing risk control warnings". But Beth understands the client's trading philosophy: "High risk, high return, liquidation is also part of the strategy". For such clients, she never forces preaching, but directly helps them apply to raise the position limit to the maximum, giving them the freedom they want most.
In terms of product terminal usage, Beth's service also achieves extreme differentiated segmentation. For quantitative clients heavily relying on Web API, she focuses her service on matching speed optimization and technical environment stability; for App clients who open their phones to check the market anytime, anywhere, she focuses more on flexible event registration reminders and security guarantees for deposit and withdrawal channels.
Unique for every individual, absolutely no tricks.
The Boundary of Service is Determined by Customer Needs
If professionalism and meticulousness are the base color of HTX key account managers, then mutual assistance in life details is where Beth's most differentiated warmth lies.
This is also Beth's most moving case.
She had an old client whose trading volume was always stable, but suddenly experienced a cliff-like decline during a certain period. Out of professional sensitivity and friend's care, Beth asked during casual chat and learned that the client's family member was seriously ill, and he was exhaustedly traveling between multiple places, struggling to find matching medical resources.
Helping clients find medical resources is obviously not written in any HTX VIP benefits manual, but Beth did not hesitate, quickly mobilized her accumulated high-end medical consultant resources, set up an exclusive communication group, and precisely matched the client's family member's medical records and examination data across cities to the most authoritative experts.
Beth said emotionally: "Our vision for matching customer rights is absolutely not just placed on trading or asset appreciation, but more on listening to the needs customers raise in all aspects."
No Customer is Too Small, All Are VIPs Here
At the end of the live stream, Beth spoke a sentence that was extremely simple yet full of power: "Here, there are no small clients. Whether it is a professional institution at the ten-million level, or an ordinary player who only trades a few hundred USDT each time, as long as they come, they are all VIPs."
This original intention of treating every user equally just confirms what host Xiaxia exclaimed during the live stream: "Key account managers are the core bridge that makes information between clients and the platform more symmetric and generates greater benefits."
Indeed, in this ever-changing Web3 era, technology and algorithms build the skeleton of trading, but what truly retains users is always the warmth and trust between people. The HTX key account manager team, represented by Beth, is using their professionalism, meticulousness, and empathy to practice the deep transformation from "traffic" to "trust", becoming the most reliable business advisors beside every Web3 explorer.
Full live stream replay: "VIP Guardian Plan---Beth"
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