📗White Paper: Service Layer

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Introduction

When users choose a bank, one of the most critical factors influencing their decision is the quality of service they will receive. Customers want to know if they can speak to a representative, when necessary, how long the wait time will be and whether they will receive help with technical issues. Neo-banks have successfully combined modern, streamlined web-banking interfaces with accessible customer service, offering a model that balances efficiency and support. In stark contrast, the crypto industry has largely failed in providing such services. Decentralised protocols often lack customer support entirely, leaving users to fend for themselves or risk getting scammed by asking for help in social media channels. Even worse, the community frequently ridicules users who need support, turning them away from on chain crypto solutions and pushing them toward centralised exchanges. Basic questions are often met with derision, and users concerned about the risks of holding a single key with no recovery mechanism are mocked for not appreciating the ethos of "not your keys, not your crypto".

Beyond customer support, the crypto space lacks essential services such as insurance and financial advisory services. Despite building the technology to potentially replace traditional finance (TradFi), crypto has not developed the services that users have come to expect. The belief that users will simply abandon their preference for service-oriented solutions is misguided. On chain crypto will never achieve meaningful adoption or realise its full potential without these services.

Glue understands these limitations and is providing a solution that is both new and innovative, elevating user experience and trust in the Glue Network by introducing essential services such as accessible support, quality assurance, and robust financial advisory solutions.