Customer support improvements at Coinbase

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By Casper Sorensen, Vice President, Customer Experience

The following is the latest update to our series of blog posts describing our commitment to continually improve our customer experience.

At Coinbase, we strive to be the most reliable and easy to use platform to help our customers access the crypto economy. We recognize the challenges that some of our customers have encountered with their Coinbase accounts, and we would like to reiterate that continuous improvement of the customer experience remains a top priority. In my last post, we are committed to providing you with continuous updates on the investments we are making to better serve our customers. Since then, we have continued to add even more support staff, improve and simplify our products, and identify additional opportunities to serve you faster and more competently. Here is an update:

Reduced customer support delays.

We recently cleared our backlog in most queues and have enough officers 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 users doing monthly transactions) has been reduced by 70%. Over the same period, we’ve seen our total number of verified users drop from 43 million to 56 million.

But we realize that we still have work to do. Here’s what we’re doing to make our customer service even better:

Added more support staff.

One of the biggest investments we’ve made is in our support staff. We now have over 3,000 people dedicated to solving customer problems. This represents an increase of more than 5 times the support staff since January. We continue to hire great people to respond quickly to our clients’ needs and make sure we meet clients where they are, which includes a growing number of social media platforms.

Offer live support.

We’re on the right track to helping customers live, via chat, and over the phone. We’ve already started deploying a virtual assistant to help customers troubleshoot common issues, and live chat via messaging will arrive later this year. We are striving to offer live phone support in the coming months to help customers resolve several issues, including account security.

Keep you safe.

Coinbase takes extensive security measures to ensure that your account and your cryptocurrency investment remain as secure as possible. In addition, we offer continuing education and Resources to learn how to protect your accounts against account takeovers, also known as “ATO”. This happens when a malicious actor is able to use your login credentials to gain access to your account and perform fraudulent activity. Although ATOs have affected only a very small subset of our clients (a tiny fraction of one percent), we have recognized that when they do occur, they can cause stress and confusion for the client. our clients. That’s why we’re setting up a hotline team that will walk these customers through the steps needed to quickly lock down accounts and restore access.

Improve user experience (UX) and product workflows.

Our product teams are continuously delivering new features designed to simplify and improve our products, including in-product alerts to deliver relevant and useful information to customers. Through the systematic identification of customer weak points and working closely with our engineering team, we were able to further reduce the possibility of high severity issues. For example, we are 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 have had a significant impact on the number of customers coming to customer support for help. In addition, we are super focused on the stability of our site, ensuring that the bull and bear markets, you have the opportunity to buy and sell.

Develop education and training tools.

We are improving our online self-service Coinbase Help Resources. The crypto-economy continues to change rapidly, with new technologies introduced every week. Thanks to initiatives like Coinbase Learn, we are committed to helping our customers adapt to these changes and our product platform.

We appreciate your patience as we continue to improve the Coinbase experience for our customers. We will never tire 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 continue the conversation by highlighting and responding to this story.

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