The "VIP Guardian Program" is a series of interviews launched by Huobi HTX, focusing on large customer service practices. Every Tuesday, we invite frontline account managers to share real service experiences, market observations, and customer demand insights, conveying a long-term service philosophy and showcasing Huobi HTX's professional and stable customer service capabilities.

This episode of the "VIP Guardian Program" features Huobi HTX's key account manager Beth, who interprets what true "service granularity" means with professionalism and attention to detail.

At the start of the live broadcast, she smiled while recounting a rather dramatic twist of fate: earlier, she was invited to serve as a judge for the "Huobi Sister" talent competition. During that relatively sluggish market phase, she truly felt the professionalism of the Huobi HTX team in doing real work for the brand and users. Interestingly, the two hosts interviewing her, Guo Er and Xia Xia, initially met through the "Sister" competition, and now they have not only become colleagues working side by side but also irreplaceable dear friends.

From her early years in the commercialization of internet giants to her decade rooted in the Crypto industry, Beth has personally experienced multiple market cycles and witnessed the development and changes in the industry. Beth knows that in the Web3 era, serving high-net-worth clients can no longer rely on traditional traffic thinking; rather, one must truly step into the client's business scenario and understand their needs.

Breaking the information gap, becoming a true golden assistant

Many users perceive large account managers primarily as engaging in "small talk" and "issuing peripherals." However, in Beth's eyes, the core value of a large account manager lies in utilizing information advantages to directly optimize the client's cost structure, which translates directly into tangible benefits in their accounts.

The most basic aspect is the subtraction of costs. Beth once guided a client with a substantial trading volume to allocate ecological cooperative tokens $HTX under appropriate market conditions. Just this simple operation saved the client an additional 10% trading cost on top of the existing low fee rate.

Next comes the addition of revenue. A client, typically busy with work, had a large sum of idle funds in his account. After understanding the user's needs, Beth helped him streamline his asset structure and activated features like "automatic earning of coins," allowing the previously dormant funds to unexpectedly generate several thousand dollars in passive income.

The aspect that best demonstrates the hardcore strength of a large account manager is the multiplication of fund utilization. For specialized trading teams with extremely high fund utilization but constrained by liquidity issues, Beth not only accurately identifies their pain points but also quickly coordinates platform resources to provide customized financing and lending solutions. With interest costs as low as 0.15%, it directly leverages super high margins of 1:3 or even 1:4. With remarkably low friction costs for funds, the overall revenue of clients has achieved exponential growth. This kind of highly impactful professional empowerment is the hardcore value of large account managers.

Rejecting templated approaches, customized rules for each individual

"Client needs are not something we force upon them, but rather ones we need to discover along their trading routes," Beth emphasizes. True VIP service is by no means a standardized template approach but rather accurate strategies that vary from person to person.

When facing "aggressive" clients who enjoy high volatility and high leverage, many customer service templates reflexively respond with "mandatory risk control warnings." However, Beth understands the trading philosophy of these clients: "High risk, high reward; liquidation is also part of the strategy." For such clients, she refrains from preachy admonitions and directly helps them apply to raise their position limits to the maximum, granting them the freedom they desire.

In terms of product terminal usage, Beth's service also achieves extreme differentiation. For quantitative clients who heavily rely on web-side APIs, she focuses on optimizing matching speed and technical environment stability; for app-side clients who want to check markets anytime and anywhere, she pays more attention to flexible activity registration reminders and ensuring safe entry and exit channels.

Thousands of people, thousands of faces, absolutely no routines.

The boundary of service is determined by client demands

If professionalism and detail are the baseline of Huobi HTX's large account managers, then the vigilance and assistance in life's details represent Beth's most differentiated warmth.

This is also the most touching case for Beth.

She has an old client whose trading volume has always been stable but suddenly experienced a sharp decline during a certain period. Out of professional sensitivity and concern as a friend, Beth inquired during casual conversation and learned that the client's family member was seriously ill, and he was exhausted in his search for matching medical resources.

Helping clients find medical resources was obviously not written in any VIP rights manual of Huobi HTX, but Beth did not hesitate. She quickly mobilized her accumulated high-end medical consultant resources, created an exclusive communication group, and precisely connected the client's family member's medical history and examination data with the most authoritative expert across cities.

Beth emotionally stated: "Our perspective on matching client rights is not limited to transactions or asset appreciation; it is more about listening to the comprehensive demands raised by clients."

Customers are not divided into big and small; everyone who comes is a VIP

At the end of the live broadcast, Beth expressed a very simple yet powerful statement: "To me, there are no small clients. Whether it’s a professional institution worth tens of millions or an ordinary player trading only a few hundred U, as long as they come, they are all VIPs."

This initial belief of treating every user equally perfectly echoes what host Xia Xia remarked during the live broadcast: "A large account manager is the core bridge that makes information more symmetrical between the client and the platform, generating greater benefits."

Indeed, in this rapidly changing Web3 era, technology and algorithms build the framework of trading, but what can truly retain users is always the warmth and trust between people. The team of large account managers at Huobi HTX, represented by Beth, is practicing a deep transformation from "traffic" to "trust" with their professionalism, meticulousness, and empathy, becoming the most reliable business advisors by the side of every Web3 explorer.

Complete live broadcast replay: "VIP Guardian Program---Beth"