On this episode of the Scouting For Growth podcast, Sabine VdL talks to Per Axberg, an entrepreneur with a rich background in building customer-facing support solutions in Web3. Clemens spent over 5 years building Bitpanda's customer community department from scratch and scaling it from pre-seed to unicorn status. And it is important to understand that the power of web3 is in building unique communities.

During their deep dive, Clemens and Sabine talk about: His interest in Web3, Bitcoin and Crypto, why he believes that those 3 components are key to build unique communities, and Clemens shares a few tips for those of us interested in learning and trialling such technologies.

KEY TAKEAWAYS

• From 2017 to 2022, I led and set up customer support at Bitpanda, the first Unicorn in Austria and a neo-broker that offers all asset classes from cryptocurrencies, stocks, and commodities to almost four million customers 24/7, 365.
• In my youth I played a lot of computer games and realised that you could earn money because people were selling items. So I launched my first business, an online shop for virtual items. Though this I discovered my passion for customer support and keeping my 1,000-2,000 clients happy. This biggest mistake I made was relying on 1 payment method. Then a friend of mine showed me BitCoin and that was the solution to my problem. After that, I started purely focussing on cryptocurrency.
• The most important thing that people need to realise when building a unicorn, especially in the crypto industry: Crypto is 24/7, it’s not like the stock market that closes on a Friday afternoon it’s also on the weekends. Out key success factor was being based in Austria and we had an impressum, which is not that typical for the crypto industry, people never knew where the location of their finances were, but this gave us a transparency and also trust from our clients. It meant we were always reachable with 24/7 support.
• Bitcoin was the first of the cryptocurrencies and I would say the only really decent one, all the other cryptocurrencies are copies because the source code of Bitcoin is open source and everybody can publish and own cryptocurrencies. They symbolise companies, so investing into Bitcoin and into cryptocurrencies are two very different things and have different risks. People need to do research before investing.

BEST MOMENTS

‘Last century private currencies had been predicted, so the concept behind Bitcoin is not that new, it’s just beautiful to see how it’s now come into practice.’
‘In Web2 you log in to a page and there’s a Google SSO with just a username and an email, in Web3 you connect with your wallet, you can transfer financial data on the blockchain.’
‘Bitcoin’s uptime is still amazing: Over 99.9% with only a few outages of a few hours or so, the last of which was 10 years ago. When compared to traditional payment methods like Visa, Mastercard or even Swift, Bitcoin is doing great. ’
‘Make it as easy as possible for your customers to complain, because the biggest issue to any business in Web3 is when you have people who silently quit and don’t tell you why. When you receive a complaint see it as a last chance to convince the person to stay.’

ABOUT THE GUEST

Clemens holds a BSc degree in Economics and has a rich background in building customer-facing support solutions in Web 3. He spent over the five years building Bitpanda's customer support/community department from scratch and scaling it from pre-seed to unicorn. His knowledge in the field is extensive and he is known for his strong analytical and managerial skills.

Website: https://web3cx.io/

ABOUT THE HOST

Sabine is a corporate strategist turned entrepreneur. She is the CEO and Managing Partner of Alchemy Crew, a venture lab that accelerates the curation, validation, and commercialization of new tech business models. Sabine is renowned within the insurance sector for building some of the most renowned tech startup accelerators around the world working with over 30 corporate insurers and accelerating over 100 startup ventures. Sabine is the co-editor of the bestseller The INSURTECH Book, a top 50 Women in Tech, a FinTech and InsurTech Influencer, an investor & multi-award winner.

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