Coinbase Upgrades Customer Support to Improve Customer Experience

Fazzaco learned that Coinbase, a California based digital asset exchange operator, has announced a number of upgrades to its customer service and support efforts.

The cryptocurrency exchange recently eliminated its backlog across most queues and have sufficient agent capacity in place to minimize the risk of potential future backlogs.

Below are the updates on customer service:

Adding more support staff

Coinbase now have more than 3,000 people dedicated to solving customer issues. This represents a more than 5x increase in support staff since January. The company is continuing to hire great people to quickly support customers’ needs, as well as ensure it is meeting customers where they are, which includes a growing number of social media platforms.

Offering live support

Coinbase is on track to support customers live, via chat and phone.The company has already begun rolling out a virtual assistant to help customers navigate common issues, and live chat via messaging is coming later this year. In addition, it will offer live phone support in the coming months to assist customers with several issues including account security.

Keeping customer safe

Coinbase takes extensive security measures to ensure customer account and cryptocurrency investment remains as safe as possible. In addition, it provides ongoing education and resources for how to protect customers’ accounts from Account Take-Overs — also referred to as “ATOs”. 

Improving product User Experience (UX) and workflows

Coinbase’s product teams continually ship new features designed to simplify and improve products, including in-product alerts to provide relevant and useful information to customers. Through systematic customer pain point identification and close collaboration with the engineering team, the company has been able to further reduce the possibility of high severity issues. 

Expanding education and training tools

Coinbase is improving self-service online Coinbase Help resources. The cryptoeconomy continues to rapidly change, with new technologies introduced every week. Through initiatives like Coinbase Learn, the company is committed to helping customers navigate these changes and its platform of products.

As Fazzaco reported earlier, the German Federal Financial Supervisory Authority (BaFin) has granted Coinbase Germany GmbH (Coinbase Germany) the first license for crypto custody and trading, under the new licensing regime introduced in January 2020. In addition, Coinbase has been granted a permit by the Financial Services Agency of Japan​ to offer trading services on Bitcoin , Bitcoin Cash, Ethereum, Stellar Lumen, and Litecoin.