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Tag: phone

  • Coinbase To Launch 24/7 Phone Support and Other Enhancements to Customer Support by End of Year

    Coinbase To Launch 24/7 Phone Support and Other Enhancements to Customer Support by End of Year

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    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.

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  • Continuing our commitment to customers: introducing phone support for ATOs

    Continuing our commitment to customers: introducing phone support for ATOs

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    By Casper Sorensen, Vice President, Customer Experience

    At Coinbase, our goal is to be the most trusted crypto platform. Our security team significantly invests to protect our 68+ million users.

    We take many steps to protect our customers from account takeovers (ATOs), which are often caused by phishing campaigns, SIM swaps, or support scams.

    • First, every customer is opted in to two-factor authentication by default. This level of security is not the default for many traditional financial institutions and other technology platforms. But at Coinbase, we believe this extra helps provide important baseline protection for our customers.
    • Second, we require device verification for all customers when they log in from a new, unrecognized device. This provides yet another line of defense against potential attacks.
    • Finally, we encourage customers to use the most advanced hardware security keys available, such as Yubikeys. Yubikeys provide the most powerful two-factor authentication available on the market today.

    As a result of these protection efforts, only a small number (less than .01%) of customers have been impacted by account takeovers. In the rare event that a customer notices a potential account takeover, we provide multiple channels for customers to quickly and easily lock their account so no further unauthorized activity can take place.

    Today, we’re beginning to roll out phone support for ATOs, to provide customers with a live agent to kick off an investigation. If you believe you’re a victim of an ATO, please call +1 888 908–7930 or visit our support page to protect your account and get help.

    Since January, we have improved our customer support by increasing our support staff headcount by 5x, providing self-service messaging prompts within the product itself to guide our customers through challenging transactions, and we’re scheduled to roll out live messaging as a new support channel later this year to provide real time support for our customers.

    Our goal is to protect our customers as they participate in the cryptoeconomy while also providing them the best user experience possible. That said, we recognize that our work is never done when it comes to security and support — and they remain a top priority for Coinbase.

    Continuing our commitment to customers: introducing phone support for ATOs was originally published in The Coinbase Blog on Medium, where people are continuing the conversation by highlighting and responding to this story.

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