coincodex.com
Coinbase now has more than 3,000 people in its customer support team
- The Coinbase cryptocurrency exchange has significantly improved its customer support capabilities this year, according to a recent post by Coinbase customer experience VP Casper Sorensen.
- Over the years, Coinbase’s customer support hasn’t exactly earned a stellar reputation in the cryptocurrency community. This problem even reached mainstream media when Coinbase was going public earlier this year, as the New York Times wrote about Coinbase customer complaints.
- Sorensen noted that the exchange’s customer contact rate is down 70% since January, showing that customers are requiring support less often. He contrasted this metric with the growth of the exchange’s userbase – Coinbase’s verified user base is up from 43 million to 56 million users since January.
- In the same period, the exchange also went on a hiring spree for its customer support team – Coinbase says that their customer support team now counts more than 3,000 people, which is five times larger than it was in January. The expanded customer team will help Coinbase support have a presence on different social media platforms.
- According to Coinbase, they are also planning on improving their service by introducing live customer support via online chat and phone. One of the areas where Coinbase plans to offer live support via phone is for customers who are having issues with the security of their account – for example, users who have had their login credentials stolen.
- When cryptocurrency markets heat up, it’s not uncommon to see even the biggest exchanges become overwhelmed with customer support tickets. In April, Binance CEO Changpeng “CZ” Zhao described the exchange’s challenges with scaling its customer support to meet the skyrocketing demand for cryptocurrencies. At the time, CZ revealed that Binance had tripled its customer support staff in Q1.