By Casper Sorensen, Vice President, Customer Experience
The following is the latest update in our series of blog posts describing our commitment to continuously improving our customer experience.
In past blog posts we highlighted our ongoing journey to create more value for customers with our support experience. In 2021, we invested in providing improved support experiences by increasing our staffing, accelerating our response times, as well as adding dozens of educational resources to our help pages so customers can get the most accurate information on our products and services.
In our pursuit to provide customers with the most trusted customer service experience in crypto we are excited to highlight new live support options for our customers.
In Q4 we began offering localized phone support for retail customers in the US, UK, Ireland, Germany, and Japan. Whether the question is simple or complex, our trained professionals are ready to help. These new phone support options expand on the Coinbase One support which launched in October 2021 and is available to customers in the United States 24/7 from a dedicated team, and the fastest answer times in crypto.
In December 2021, we began providing US retail customers with live messaging via our new Help Center platform. Live messaging offers customers the flexibility to connect with us when the time is right and continue the conversation seamlessly if they have to step away. Our team of customer service experts are available via messaging 24/7 with the speed our customers expect.
The journey continues in 2022, we will provide more localized phone and messaging options for our customers globally as well as bring further enhancements to our in-app support experience for iOS and Android.
We remain deeply focused on providing our customers with intuitive support technology and appreciate patience as we continue to grow. We look forward to continuous enhancements so please stay tuned to this blog for updates on the status of our journey.
Coinbase Expands Live Customer Support was originally published in The Coinbase Blog on Medium, where people are continuing the conversation by highlighting and responding to this story.
By Casper Sorensen, Vice President, Customer Experience
The following is the latest update in our series of blog posts describing our commitment to continually improving our customer experience.
One of our Coinbase cultural tenets is Customer Focus. This tenet sets the expectation that we solve customer problems with technology that is instinctive to use and continuously ask “How does this create more value for our customers?”
We recognize that when it comes to our customer support experience, we’re early in our journey of creating more value for customers.
In past blog posts we highlighted how improving our customer support experience is a top priority and this year we have more than quadrupled our capacity and launched new ways to contact us. As the journey continues, we are excited to share that we will implement the capabilities below by year end:
Faster Response Times: Speed matters in the fast moving cryptoeconomy, so we are matching that speed by further increasing our capacity to provide customers with the best response times in the industry. Customers should trust that we will match their sense of urgency when they contact us.
24/7 Live Phone Support: Direct connections matter, so 24/7 phone support will be available for all retail customers who prefer speaking live with an expert. Whether the question is simple or complex, customers in the US, UK, Germany, and Japan will have the option to connect with our in-country based customer service teams before the end of 2021 with further expansion planned for 2022.
Live Messaging: We value our customers’ time, so we’re launching messaging, which means customers can connect with us when the time is right and continue the conversation seamlessly if they have to step away. Our team of customer service experts will be available via messaging 24/7 with the speed our customers expect.
In-Product Support: Ease of use is important, so this year we are creating a more seamless support experience within our iOS and Android apps. This suite of features will provide users with an intelligent and personalized self service experience, saving customers time when they have questions. Live support will be a core part of this experience as well, allowing customers to quickly message our team of experts when needed.
Our goal is to provide our customers with the most trusted customer service experience in crypto. We look forward to providing these new capabilities to you, so please stay tuned as we will continue to update this blog with the status of our journey.
Coinbase To Launch 24/7 Phone Support and Other Enhancements to Customer Support by End of Year was originally published in The Coinbase Blog on Medium, where people are continuing the conversation by highlighting and responding to this story.
By Casper Sorensen, Vice President, Customer Experience
The following is the latest update in our series of blog posts describing our commitment to continually improving our customer experience.
At Coinbase, we strive to be the most trusted and easy to use platform to help our customers access the cryptoeconomy. We recognize the challenges some of our customers have experienced with their Coinbase accounts, and we want to reiterate that continually improving the customer experience remains a top priority. In my last post, we committed to providing you ongoing updates on the investments we’re making to better serve customers. Since then, we’ve continued to add even more support staff, improve and simplify our products, and identify additional opportunities to serve you more quickly and competently. Here’s an update:
Reduced customer support backlogs.
We have recently eliminated our backlog across most queues and have sufficient agent capacity in place to minimize the risk of potential future backlogs. Since January, our customer contact rate (the number of times customers contact customer service divided by the number of monthly transacting users) has been reduced by 70%. Over that same period, we saw our total number of verified users increase from 43 million to 56 million.
But we realize we still have work to do. Here’s what we’re doing to make our customer service even better:
Adding more support staff.
One of the biggest investments we’ve made is in our support staff. We now have more than 3,000 people dedicated to solving customer issues. This represents a more than 5x increase in support staff since January. We’re continuing to hire great people to quickly support our customers’ needs, as well as ensure we’re meeting customers where they are, which includes a growing number of social media platforms.
Offering live support.
We’re on track to support customers live, via chat and phone. We’ve already begun rolling out a virtual assistant to help customers navigate common issues, and live chat via messaging is coming later this year. We’re working to offer live phone support in the coming months to assist customers with several issues including account security.
Keeping you safe.
Coinbase takes extensive security measures to ensure your account and cryptocurrency investment remains as safe as possible. In addition, we provide ongoing education and resources for how to protect your accounts from Account Take-Overs — also referred to as “ATOs”. This happens when a bad actor is able to use your login credentials to access your account and perform fraudulent activity. While ATOs have only impacted a very small subset of our customers (a tiny fraction of one percent), we recognized that when they do occur, they can cause stress and confusion for our customers. That’s why we are standing up a phone support team which will guide these customers through the necessary steps to quickly lock down accounts, and restore access.
Improving product User Experience (UX) and workflows.
Our product teams continually ship new features designed to simplify and improve our products, including in-product alerts to provide relevant and useful information to customers. Through systematic customer pain point identification and close collaboration with our engineering team, we’ve been able to further reduce the possibility of high severity issues. For example, we’re implementing two-factor authentication recommendations for users with high balances to provide these users with additional security. By helping our customers avoid potential issues in the first place, we’ve made a meaningful impact on the number of customers coming to customer support for help. Further, we are hyper-focused on making sure our site is stable, ensuring during bull and bear markets you have the ability to buy and sell.
Expanding education and training tools.
We’re improving our self-service online Coinbase Help resources. The cryptoeconomy continues to rapidly change, with new technologies introduced every week. Through initiatives like Coinbase Learn, we’re committed to helping our customers navigate these changes and our platform of products.
We appreciate your patience as we continue to improve the Coinbase experience for our customers. We will never tire in our pursuit of creating more value for our customers. For support questions, please visit our support page.
Customer Support Improvements at Coinbase was originally published in The Coinbase Blog on Medium, where people are continuing the conversation by highlighting and responding to this story.
