By Casper Sorensen, Vice President, Buyer Expertise
Considered one of our Coinbase cultural tenets is Buyer Focus. This tenet units the expectation that we resolve buyer issues with expertise that’s instinctive to make use of and constantly ask “How does this create extra worth for our prospects?”
We acknowledge that relating to our buyer assist expertise, we’re early in our journey of making extra worth for patrons.
In previous blog posts we highlighted how enhancing our buyer assist expertise is a prime precedence and this 12 months 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 beneath by 12 months finish:
Quicker Response Occasions: Pace issues within the fast-paced cryptoeconomy, so we’re matching that velocity by additional rising our capability to supply prospects with the very best response instances within the business. Prospects ought to belief that we’ll match their sense of urgency after they contact us.
24/7 Reside Telephone Assist: Direct connections matter, so 24/7 telephone assist shall be accessible for all retail prospects preferring talking stay with an knowledgeable. Whether or not the query is easy or complicated, prospects within the US, UK, Germany, and Japan may have the choice to attach with our in-country based mostly customer support groups earlier than the top of 2021 with additional enlargement deliberate for 2022.
Reside Messaging: We worth our prospects’ time, so we’re launching messaging, which suggests prospects can join with us when the time is correct and proceed the dialog seamlessly in the event that they need to step away. Our group of customer support consultants shall be accessible by way of messaging 24/7 with the velocity our prospects anticipate.
In-Product Assist: Ease of use is vital, so this 12 months we’re making a extra seamless assist expertise inside our iOS and Android apps. This suite of options will present customers with an clever and personalised self service expertise, saving prospects time after they have questions. Reside assist shall be a core a part of this expertise as properly, permitting prospects to rapidly message our group of consultants when wanted.
Our purpose is to supply our prospects with probably the most trusted customer support expertise in crypto. We stay 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 Phone Support and Other Enhancements to Customer Support by End of Year was initially revealed in The Coinbase Blog on Medium, the place persons are persevering with the dialog by highlighting and responding to this story.