By Casper Sorensen, Vice President, Buyer Expertise
One in all our Coinbase cultural tenets is Buyer Focus. This tenet units the expectation that we clear up buyer issues with know-how that’s instinctive to make use of and repeatedly ask “How does this create extra worth for our clients?”
We acknowledge that in relation to our buyer help expertise, we’re early in our journey of making extra worth for patrons.
In previous weblog posts we highlighted how bettering our buyer help expertise is a prime precedence and this yr we’ve got greater than quadrupled our capability and launched new methods to contact us. Because the journey continues, we’re excited to share that we’ll implement the capabilities under by yr finish:
Sooner Response Occasions: Velocity issues within the fast paced cryptoeconomy, so we’re matching that pace by additional growing our capability to offer clients with one of the best response instances within the trade. Clients ought to belief that we’ll match their sense of urgency once they contact us.
24/7 Dwell Cellphone Help: Direct connections matter, so 24/7 telephone help can be out there for all retail clients preferring talking reside with an skilled. Whether or not the query is straightforward or advanced, clients within the US, UK, Germany, and Japan can have the choice to attach with our in-country primarily based customer support groups earlier than the tip of 2021 with additional growth deliberate for 2022.
Dwell Messaging: We worth our clients’ time, so we’re launching messaging, which implies clients can join with us when the time is true and proceed the dialog seamlessly in the event that they should step away. Our workforce of customer support consultants can be out there by way of messaging 24/7 with the pace our clients count on.
In-Product Help: Ease of use is necessary, so this yr we’re making a extra seamless help expertise inside our iOS and Android apps. This suite of options will present customers with an clever and customized self service expertise, saving clients time once they have questions. Dwell help can be a core a part of this expertise as nicely, permitting clients to rapidly message our workforce of consultants when wanted.
Our purpose is to offer our clients with probably the most trusted customer support expertise in crypto. We sit up for offering these new capabilities to you, so please keep tuned as we’ll proceed to replace this weblog with the standing of our journey.
Coinbase To Launch 24/7 Cellphone Help and Different Enhancements to Buyer Help by Finish of 12 months was initially revealed in The Coinbase Weblog on Medium, the place individuals are persevering with the dialog by highlighting and responding to this story.