Huobi HTX "VIP Guardian Program" | DAODAO: How to Protect User Trust with "Quiet Service"

The "VIP Guardian Program" is a series of interview columns launched by Huobi HTX, focusing on large client service practices. Every Tuesday, it invites frontline account managers from the platform to share real service experiences, market observations, and insights into client needs, conveying a long-term service philosophy and showcasing Huobi HTX's professional and stable customer service capabilities.

In this episode of the "VIP Guardian Program," we invited DAODAO, the head of the Chinese-speaking large client community at Huobi HTX. While account managers focus on "the needs of one client," DAODAO thinks about "how a group of high-value clients can receive more efficient and precise services."

This is also the biggest difference between DAODAO and previous guests.

His KPI is to make the group "not very interesting"

In the cryptocurrency space, what is most abundant is information, while what is most scarce is attention.

Faced with a massive amount of market information, market opinions, and industry dynamics, ordinary communities often fall into information overload: a large number of messages come from daily chit-chat, repetitive notifications, and unfiltered market interpretations. For large clients with mature investment strategies and judgment systems, what is truly valuable is not more information, but more precise information.

Therefore, the first thing DAODAO does is filter out the noise.

"My KPI, to some extent, is to make the group look 'not very interesting,'" DAODAO said with a smile.

Behind this statement is a service logic that is completely different from traditional community operations. In DAODAO's view, "reducing ineffective information is, in fact, a more advanced service." VIP clients inherently possess strong market awareness and investment judgment capabilities. If the platform continues to push low-value content, it will instead increase the information filtering costs for clients.

Thus, the Huobi HTX VIP community does not pursue high-frequency interactions and superficial excitement, but rather focuses on the content that clients truly care about. For example, information on platform security dynamics, asset verification, market trend assessments, profit opportunities, and significant industry changes are all key areas of focus for the community.

Clearly, this restraint and avoidance of unnecessary disturbances are premised on improving service quality, fundamentally respecting the time value of clients, and representing an important aspect of professional service.

Key Takeaways: What exactly is he helping large clients filter?

Behind this "quiet" community, DAODAO spends each day more from the client's perspective, preemptively completing information filtering:

The first category is key opportunities in market changes.

The cryptocurrency market changes rapidly, with hotspots and trends switching at any moment. DAODAO and his team combine research reports, industry trends, and market changes to provide VIP clients with genuinely valuable information.

For example, as the cryptocurrency market gradually extended its focus to the US tech sector, DAODAO shared video clips of Sun Yuchen's market observations regarding the storage sector in the VIP community, helping clients understand the connections between AI infrastructure, chip cycles, and the tech industry chain beyond the cryptocurrency industry, grasping the interlinking logic between different markets. Some users also made market judgments and asset allocation adjustments based on this information, achieving good investment returns.

The second category is platform security and financial confidence.

For large clients, asset security is always a core concern. DAODAO mentioned that the platform promptly synchronizes information such as asset verification and third-party data monitoring, allowing clients to understand the platform's operational status and enhance their sense of security regarding funds.

The third category is rapid response in emergencies.

Low disturbance does not mean low response. On the contrary, when clients truly need help, community services need to intervene quickly. DAODAO stated that in the face of client inquiries and sudden market events, the team employs a "15-minute response mechanism" to quickly provide effective information, helping clients avoid risks and find direction.

According to him, one night, a large client triggered a cross-platform risk control mechanism due to complex on-chain interactions, resulting in the emergency freezing of 3.2 million USDT. After the client sent out a distress signal in the group, the "15-minute response mechanism" was activated instantly. Although regular daily communication is the responsibility of dedicated managers, in the face of such a sudden crisis involving multiple departments and cross-platform issues, the central coordination capability behind the community was fully demonstrated.

DAODAO and his team coordinated with risk control, technology, legal, and external cooperation channels overnight, completing fund chain verification, risk elimination, and cross-platform communication in a very short time. Before dawn, the 3.2 million USDT was safely unfrozen.

In his view, this was a standard operation under the "15-minute response mechanism." But on a deeper level, it also proves the value of the community leader: account managers determine the warmth of service, while the community where DAODAO is located determines the depth and baseline of service.

From "serving clients" to "accompanying clients"

In addition to information services, DAODAO believes that what large clients truly need is a sense of certainty.

This sense of certainty comes from both financial security and emotional stability amid market fluctuations.

During the investment process, black swan events and severe market volatility can affect client judgment. In response to changes in client emotions, the DAODAO team does not simply view it as an ordinary inquiry but attempts to understand the real needs behind the clients, providing support through communication.

In his view, client relationships are a long-term connection.

Over the past few years, the cryptocurrency industry has experienced multiple cycles of change, and the relationship between the platform and users has also been constantly evolving. From trading services to asset management, from information provision to emotional companionship, VIP services are transitioning from a single function to long-term value.

As the head of the Chinese-speaking large client community at Huobi HTX, DAODAO has witnessed this process.

In his six years at Huobi HTX, he has accompanied clients through market ups and downs and has also accompanied Huobi HTX in its continuous growth. For the future, his answer is very simple:

"We have always been here."

Complete live replay: ++ "VIP Guardian Program - DAODAO" ++