7.4 User Support & Knowledge Base

NXT’s support architecture follows a “self-help first, expert-help fast” philosophy. The entry point is a searchable knowledge base built on an open-source documentation platform that renders markdown files into a mobile-responsive UI. Articles are organised by user journey—“Getting Started,” “Compliance & Identity,” “Trading & Liquidity,” and “Governance Participation.” Each article embeds screenshots, GIF snippets, and copy-paste command examples, catering to multiple learning styles. A built-in “Was this helpful?” widget gathers feedback that feeds a weekly triage report; articles falling below a satisfaction threshold are prioritised for revision.

If self-service fails, users open a ticket through a Zendesk-style portal that auto-categorises queries into compliance, technical, or general. Each queue has service-level agreements: 24-hour response for compliance clarifications, 12 hours for technical bugs, and 48 hours for feature requests. A dashboard showing average response times and ticket backlogs is publicly accessible, proving that service promises align with reality. High-urgency labels—funds at risk, exploits suspected—automatically trigger alerts to an on-call engineer and a compliance officer, who coordinate through a private Slack war-room until resolution. Once the incident closes, a redacted post-mortem—root cause, mitigation, next steps—is published on the forum within 72 hours, turning setbacks into learning assets.

Critical knowledge items—such as “Recovering From a Lost 2FA Device” or “Understanding Token Lock-Up Periods”—receive special interactive walk-throughs powered by step-by-step overlay tools that highlight exactly where to click in the interface. These guides adapt to desktop or mobile layouts, ensuring usability across device types. For developers, the knowledge base links directly to Swagger-generated API docs and Postman collections, allowing quick testing without deep front-end integration.

To accommodate non-English speakers, machine-translated versions of each article are auto-generated, then community-reviewed by native-speaker ambassadors for accuracy. A toggle lets readers switch languages without leaving the page, and a “Suggest a Translation Fix” button submits corrections for moderator review. Accessibility standards extend to support materials: alt text for images, keyboard-navigable accordions, and screen-reader-friendly heading structures meet WCAG 2.1 AA guidelines.

Data analytics inform continuous improvement. Engagement heat maps show which paragraphs users hover over or copy most often, flagging sections that may be confusing. Quarterly surveys ask users to rank support pain points; aggregated results feed into roadmap planning. In sum, the User Support and Knowledge Base ecosystem moves beyond reactive ticket handling toward a proactive, data-driven service that evolves in lockstep with protocol complexity and user diversity.