Who is the Big Brother of Allbridge support team?

The Starting Point

Almost four years ago, I stepped into the Allbridge support team not knowing just how much I’d grow alongside my colleagues. Every day brought a new challenge, a new user case, and a chance to learn something unexpected.

What I’ve realized over time is that resilience isn’t built in one way — each of us has our own style of approaching complex situations. Some dive headfirst, some step back to see the bigger picture, and others find strength in structure.

But no matter how different our approaches are, we share one common belief: the time we dedicate to each user matters. Managing it well isn’t just about efficiency — it’s about respect, trust, and making every interaction count.

However, we can't fully eliminate the human factor, and a user’s issue may not receive the proper attention due to a number of things beyond the team’s control.

Imagine, a user posts a question in our Telegram group. Maybe it’s urgent, a transaction didn’t go through, or they’re anxious about fees. Another user follows with their own question about Allbridge’s future plans etc. Then another. The chat scrolls quickly, full of emojis, screenshots, and urgent pleas.

And so the silence stretches. Fifteen minutes. Thirty. An hour.

From the outside, this doesn’t look like a simple delay. To a user, it feels like abandonment. The community, which should be a place of trust, suddenly feels shaky. Even though 95% of questions were answered quickly, the remaining 5% cast a shadow.

We knew we were at risk of losing something precious: credibility.

Turning Challenges into Solutions

In October 2024, the solution appeared, not in the form of a new hire or a shiny third-party AI service, but in the form of a tool created by one of our own.

Our lead software engineer quietly built a system that would change how support worked forever. We named it, half-jokingly, half-reverently - “Big Brother.”

Here’s how it works, whenever a message in Telegram or Discord goes unanswered, Big Brother raises an alert. A dedicated internal channel lights up with a notification: someone is waiting.

Big Brother isn’t easily satisfied. If a community manager replies in the wrong way, not using the “reply” function, not addressing the user directly, the bot refuses to mark the case as “answered.” Instead, it keeps repeating the alarm.

And yes - it’s given us plenty of laughs along the way.

For example, a single “hello” from a user, if ignored, turned into a relentless “hello-hello-hello” chorus in our internal channel, until someone finally responded properly.

Disclaimer: Nope, not a free pass to make fun of our community managers later!

Team members teased each other by sending GIFs or jokes into chat, which, of course, triggered Big Brother’s unforgiving reminders.

More than once, someone muttered that the bot was scarier than any boss.

But beneath the humor was something undeniable: the system worked.

The Benefits of Big Brother

Slowly, we noticed the change:

• Conversations that once slipped through the cracks were caught.
• The average response time dropped sharply.
• Users, who once grew anxious of silence, now get answers faster.

Quirks aside, the tool has had a powerful impact: it motivates us to respond more efficiently, raises the quality of our communication, and ultimately makes the entire support experience stronger. It demonstrates that support is a shared effort, powered by collaboration, creativity, and a little unseen guidance from what we affectionately call our “Big Brother.”

And maybe, just maybe, the reason we sometimes smile when our phones buzz at 2 a.m. It’s not just a notification. It’s Big Brother, reminding us that someone, somewhere, is waiting to be heard.