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

This issue of the "VIP Guardian Program" features DAODAO, the head of the Chinese-speaking large customer community at Huobi HTX. If we say that a large account manager addresses "the needs of a single customer," then DAODAO needs to consider "how a group of high-value customers 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, information is abundant, while attention is scarce.

Facing a vast amount of market information, market opinions, and industry dynamics, ordinary communities often fall into information overload: a large volume of messages comes from casual chats, repeated notifications, and unsolicited market interpretations. For large customers with mature investment strategies and judgment systems, what is genuinely valuable is not more information, but more precise information.

Therefore, DAODAO's first task is to filter out the noise.

“My KPI, to some extent, is to make the group appear ‘not very interesting’,” DAODAO said with a smile.

Behind this statement is a service logic that is completely different from traditional community management. In DAODAO's view, “reducing ineffective information is, instead, a more advanced service.” VIP clients already possess strong market awareness and investment judgment capabilities, and if the platform continues to push low-value content, it will instead increase the information selection cost for customers.

Thus, the Huobi HTX VIP community does not pursue high-frequency interaction and surface excitement, but rather focuses on the content that truly matters to customers. For instance, information such as platform security updates, asset proofs, market trend analysis, profit opportunities, and significant industry changes are key focal points for the community.

Clearly, this restraint and avoidance of unnecessary disturbances are predicated on enhancing service quality, fundamentally reflecting respect for the time value of clients and embodying important aspects of professional service.

Substantive checklist: What exactly does he help large customers filter?

Behind this “quiet” community, DAODAO spends most days standing in the customers' shoes, proactively filtering information:

The first category consists of key opportunities in market changes.

The cryptocurrency market changes rapidly, with trends and situations switching at any moment. DAODAO and his team combine research institute reports, industry trends, and market changes to compile truly valuable information and provide it to VIP customers.

For example, as the cryptocurrency market began to extend its gaze toward the U.S. stock technology sector, DAODAO shared video clips of Sun Yuchen's observations regarding the storage sector in the VIP community, helping clients understand the connections between AI infrastructure, chip cycles, and technology supply chains outside the cryptocurrency industry, and grasping the logic of interaction between different markets. Some users also adjusted their market judgments and asset allocations based on this information, achieving good investment returns.

The second category pertains to platform security and financial confidence.

For large customers, asset security is always a core concern. DAODAO mentioned that the platform promptly synchronizes asset proofs and third-party data monitoring, keeping clients informed about the platform's operational status and enhancing their sense of security regarding funds.

The third category involves rapid responses in case of emergencies.

Low disturbance does not mean low response. On the contrary, when clients genuinely need help, community services must intervene quickly. DAODAO stated that in the face of client inquiries and sudden market events, the team utilizes a “15-minute response mechanism” to quickly deliver effective information, helping clients mitigate 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 funds amounting to 3.2 million USDT. After the client sent out a distress signal in the group, the “15-minute response mechanism” was immediately activated. Although daily interactions are typically managed by dedicated account managers, in this sudden crisis involving multiple departments and cross-platform issues, the central coordination capability behind the community was fully manifested.

DAODAO and the team coordinated risk control, technical, legal, and external collaboration channels overnight, completing fund chain verification, risk elimination, and cross-platform communication in a very short time. Before daybreak, 3.2 million USDT was securely unfrozen.

In his view, this is a standard operation under the “15-minute response mechanism.” But on a deeper level, it also proves the value of the community leader: the large account manager determines the warmth of service, while the community where DAODAO operates determines the depth and baseline of the service.

From “serving customers” to “accompanying customers”

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

This sense of certainty comes, on one hand, from financial security, and on the other, from emotional stability amid market fluctuations.

During the investment process, black swan events and severe market fluctuations can impact client judgment. When facing changes in client emotions, the DAODAO team does not simply regard them as an ordinary inquiry; instead, they try to understand the real needs behind clients' concerns and provide 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 platforms and users has been constantly evolving. From trading services to asset management, from providing information to emotional support, VIP services are transitioning from a single function to long-term value.

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

Throughout the six years at Huobi HTX, he has accompanied clients through market ups and downs and has also witnessed Huobi HTX's continuous growth. As for the future, his answer is very simple:

“We have always been here.”

Complete live broadcast replay: “VIP Guardian Program - DAODAO”