Wavely partnered with WalletWise, a leading crypto wallet provider, to enhance user experience, build trust, and reduce support burdens through targeted UX optimization and educational content.

Problem:

WalletWise faced a surge in support queries and user confusion, especially among new crypto adopters. The onboarding process was perceived as complex, and users often struggled to find clear guidance on wallet features and security best practices. This led to lower trust scores and a higher churn rate, threatening WalletWise’s growth in a competitive market.

Strategy:

Wavely conducted a comprehensive audit of WalletWise’s digital touchpoints, including onboarding flows, help center resources, and social media channels. The team identified friction points and knowledge gaps that contributed to user frustration. Wavely then developed a multi-phase plan:

• Revamp onboarding with step-by-step, visually engaging tutorials.

• Launch a series of educational social posts and short videos addressing common questions.

• Implement a proactive brand monitoring system to track sentiment and spot emerging issues.

• Provide regular analytics reports to measure user satisfaction and support trends.

Solution:

Wavely produced a library of bite-sized video guides and infographics, integrated directly into the WalletWise app and shared across social platforms. The support team was equipped with templated responses and new FAQ content, reducing response times. Brand monitoring dashboards enabled the team to quickly address negative feedback and celebrate positive stories. Regular check-ins and transparent reporting ensured that WalletWise leadership had clear visibility into progress and user sentiment.

Results:

• 30% reduction in support queries within two months.

• 2x increase in user trust scores.

• 20% faster onboarding completion rates.

• 25% increase in positive user feedback, as measured by exit surveys and social sentiment analysis