## Supporting Sovereignty: A Look at Sovryn’s Community and User Support Strategy
Community Call #31 shifted the focus to a crucial aspect of any successful project: **user support and community management**. The team outlined the philosophy and the practical steps being taken to ensure that Sovryn users have access to timely help and that the community channels remain positive, productive, and welcoming spaces.
### The Challenge of Decentralized Support
Providing support for a decentralized, non-custodial protocol presents unique challenges. There is no central company holding user funds, and support agents can never ask for private keys or personal information. Sovryn’s support model is built on education and empowerment, teaching users how to interact with the protocol safely and independently.
### Key Initiatives and Tools
1. **New Support Portal (Intercom):** The team announced the integration of a new, professional support tool. This system allows users to get help directly within the dApp through a chat widget. It also enables the support team to build a knowledge base of frequently asked questions, allowing users to find answers quickly on their own.
2. **The Role of Community Managers (CMs):** The call highlighted the vital role of the Sovryn Community Managers. The CMs are the front line of the community, active in Discord and Telegram to answer questions, facilitate discussions, and escalate technical issues to the development team. They are responsible for fostering a positive culture and ensuring that the community abides by its code of conduct.
3. **Community-Powered Support:** The ultimate goal is to foster a culture where the community helps itself. Experienced users are encouraged to share their knowledge and help newcomers in the community channels. This peer-to-peer support model is highly scalable and reinforces the decentralized ethos of the project.
4. **The Sovryn Wiki:** The Wiki was again emphasized as the first and best resource for users seeking information. A key part of the support strategy is to continuously improve and expand the Wiki’s content based on the questions users are asking.
This session provided the community with insight into the significant effort that goes on behind the scenes to support users, demonstrating a commitment to not only building great technology but also providing a great experience for the people who use it.