As my six-month trial grant as Community Manager for the Compound Discord server comes to a close, I am seeking valuable feedback and ideas from the community to inform future enhancements.
To foster a more vibrant and welcoming community, I am soliciting input from Compound community members on two key initiatives:
Moderation Service Hours
Throughout my tenure, moderation services have been available during the 12 most active hours on the Discord server, ensuring timely responses and support during peak periods. However, approximately 3-7% of inquiries are received outside these hours, which are addressed upon my return to active status.
To address this, I am considering expanding moderation services to a 24-hour cycle in my next grant application, leveraging moderators across different time zones. Your feedback on this proposal is essential.
Please provide your thoughts on the following options:
Maintain Current 12-Hour Moderation Service: Focus on peak activity periods.
Expand to 24-Hour Moderation Service Cycle: Provide continuous support and monitoring.
Your input is crucial in informing decisions that benefit the entire community.
There is also currently a poll on the discord server in relation to the overall moderating service, please do well to participate.
I appreciate your participation and continued support.
One important question for the DAO to consider here is whether it prefers to vet additional moderator candidates itself or whether it prefers to leave this task to Nazzy. Leaving it to Nazzy would allow the next round of moderation to be proposed as a single grant through CGP, managed by Nazzy; but it requires some additional trust in Nazzy’s vetting of additional moderator(s) and proper disbursement of grant proceeds to moderator team members. Perspectives of regulars on the Discord are welcome!
As I understand Nazzy to be related to AG (correct if wrong) and I don’t know if Nazzy is really a girl or not, it’s hard to lend additional trust here, but they’ve done a solid job themselves.
Not exactly related to Alphagrowth, however I worked along side Alphagrowth for the role of a community manager for the discord server for a while before applying directly through the grant program.
And as part of both process l underwent a thorough verification with both Alphagrowth team and so also with the Grant program.
I’m a girl either ways
As sensible as it is to onboard additional human mods, maybe that isn’t the best way or ideal future. I use an on-demand ticket bot in Torque’s Telegram. Aave has a similar one in their Discord. I’m confident we could train one. That should help cover 99% of support cases.
Most of the inquiries are not urgent (basically all of them aren’t). It’s fair that we restrict them to certain hours and it’s already generous that we have someone answering them.
I’m not a fan of AI bots but maybe a FAQ list we keep all questions and moderator answers would be useful. Back when I handled customer tickets and got 100’s a day, the copy and paste checkout our FAQ reply answered 95% of questions.
Bots have advanced a ton @misher. Feed it the FAQ, docs, & anything else. Job is effectively done minus tailoring. Pluno and Mava offer interesting advanced functionality. Worth a look.
I hated the Intercom bot we paid for and I hate getting one on the phone when calling customer service. I’d much prefer a FAQ reply and if that doesn’t help they can talk to a person during set hours. I know AI is the big craze, I just haven’t hopped on the boat.
Thank you for sharing your thoughts.
Implementing a FAQ list is indeed a valuable proposition, as it would streamline the support process and provide swift answers to community members.
Notably, we already have a dedicated Frequently Asked Questions section within the #resources channel on the discord server.
To further enhance its utility, I propose updating this section to reflect recent questions, recurring issues, and relevant community concerns.
I understand your point about the potential benefits of automation in handling support cases, however, I’d like to share that a community member recently created an Ai agent with the same intent based on Compound documentation, but unfortunately, it didn’t quite meet the expectations.
The bot’s responses were sometimes inaccurate, spammy, or lacked the human touch.
While AI can be incredibly powerful, I agree that it has its limitations. Human moderators bring empathy, nuance, and critical thinking to support interactions, which can be challenging to replicate with AI alone.
That being said, I’m not entirely opposed to exploring AI-powered support options. Perhaps it can be integrated in a more targeted and supplementary capacity, augmenting the human moderators.
Correct me if I’m wrong, but I believe the main issue with moderation is scammers. When a user sends a message on Discord, one or two scammers immediately trigger a bot response that looks very similar to the automated ticket system, making it difficult to tell them apart.
An experienced user will recognize it as a scam, but a new user is much more likely to fall for it. Especially since these scam bots continue to operate, meaning they’re successfully targeting users and making a profit.
Is there any data on the number of scammers banned daily in the Compound Discord? It might be worth considering the cost of adding a few extra moderation hours to help prevent new users from being scammed.
Yes, I agree that scammers are a primary concern for moderation.
However the scammers don’t use automated bot response rather they are always at alert to lure innocent users/new bees.
Regarding your questions I can confirm that I actively ban scammers on the compound server. On average I ban over 10 scammers daily.
The scammers on the Compound server can be drastically reduced by implementing a verification process and message logging system, which would enhance my ability to detect and remove scammers even in my absent.
I’m certain this would yield a positive outcome and improve community safety.
I have taken this up with the labs team as they are in charge of handling the discord server, hopefully this will be implemented soon.
