Revuto’s Weekly Progress Update #5

4 min readFeb 23, 2022

Dear Revutonians,

It’s been a month since we started to update you on Wednesdays about what we have done over the past week. Hope you like it!

Today it’s time for our 5th weekly update.

Updates from last week:

· migration of backend infrastructure to the cloud, working on adding more instances (bare metal servers, Intel) with 128GB of RAM

· 2 new front-end developers (iOS and Android) fully operational with the rest of the team

· a new app update for minor bug fixes (wallet) and UIX improvements

· added a new staking option (FARMING) for earning other Cardano Native Tokens as a reward; the REVU/SUNDAE pool is already filled!

· setting up infrastructure for our custodial wallet

· working on legal docs required by local regulator (HANFA) for the launch of our custodial wallet

· working with Banxa (Fiat2Crypto exchange) to start integration of their service to the Revuto app

· working with the audit team to provide them the latest Revuto code

· working with KYC provider on GDPR sharing and new agreements for data sharing

· legal compliance with card/bank issuing partners (AML policies, fraud detection, transaction monitoring, insurance, KYC procedures…) done for the EU. Working on the same for the UK and Germany (including setting up a Revuto legal entity in Germany).

· finalizing agreements for the next R Fund investment. We’ll share more info about this upcoming R Fund investment soon.

· integrating with Worldpay, an acquiring partner

· minor changes to the new revuto.com website

· working with a “stealth” partner and Async Labs on a “stealth DeFi product”

· applied to enter the Cardano DeFi Alliance

· signed partnership with another Cardano project to expand staking options in Revuto’s Staking Center. An announcement on this new partnership will be published by the end of the week.

This week we’ll give you some insight into how our Customer Support Team operates

The Revuto Customer Support Team is comprised of 4 people (Ana, Alex, Michael, and Marko) who all work full-time. Each new ticket received goes directly to Level 1 Support (handled by an internal team of 4), and tickets that need additional help are escalated to Level 2 Support (managed by our dev team)

Key responsibilities of our Support Team:
- Zendesk Support
- Processing email inquires
- Google Play and App Store reviews via Zendesk Support integration
- KYC
- Handling tickets created via our website contact form
- Website chat
- Integration of Discord-Zendesk Support
- Integration of Twitter-Zendesk Support
- Integration of Telegram-Zendesk Support — Coming soon!

Support Team — General Job Description:
- processing user (KYC) and onboarding them on the Revuto platform
- providing best-in-class customer service to current and potential Revuto customers
- providing feedback from customers to the rest of the organization, contributing to the perfection of Revuto products and services
- taking ownership of open issues and interface successfully with Revuto’s operations, engineering and commercial teams
- ensuring customer satisfaction through end-to-end management of each service request by maintaining ticket status, periodic review of service requests with reference to escalation timeframe and timely closure; ensuring follow-up with the customer until the issue is resolved
- demonstrating customer relationship skills and maintaining a positive company image during all interactions with customers
- preparation for Subscription management Beta phase testing in coordination with the development team
- direct and fast communication with Level 2, enabling fast ticket solving and responsiveness
- creating detailed internal operating procedures and user guides for the upcoming User Help Center