Caspar Sorensen, Vice President, Customer Experience
The following is our latest update Series Of Blog posts Describe our commitment to continuously improving our customer experience.
One of our Coinbase cultural policies is customer focus. This policy sets the expectation that we solve customer problems with technology that is inherent to use and constantly ask “How does this create more value for our customers?”
We acknowledge that when it comes to our customer support experience, we are at the beginning of the journey of creating more value for our customers.
In past blog posts we have highlighted how improving our customer support experience is a top priority and this year we have quadrupled our capabilities and introduced new ways to communicate with us. As the journey continues, we are excited to share that we will be implementing the following capabilities by the end of the year:
Quick response time: Speed is important in a fast-moving crypto economy, so we’re matching that speed by increasing our capacity to give customers the best response time in the industry. Customers should trust that their contact with us will match their urgent feelings.
24/7 Live Phone Support: Direct connection is important, so 24/7 phone support will be available to all retail customers who prefer to speak directly with an expert. Whether the question is simple or complex, customers in the United States, the United Kingdom, Germany, and Japan will have the opportunity to connect with our country-based customer service team before the end of 2021, and further expansion will be planned for 2022.
Live messaging: We value our customers’ time, so we’re turning on messaging, which means customers can connect with us when they have time and continue the conversation seamlessly if they need to move. Our team of customer service experts will be available to our customers at the expected speed through 24/7 messaging.
In-product support: Ease of use is important, so this year we’re building a more seamless support experience between our iOS and Android apps. This suite of features will provide users with an intelligent and personalized self-service experience, saving customers time if they have questions. Live support will also be a key part of this experience, so that customers can send quick messages to our team of experts if needed.
Our goal is to provide our customers with the most trusted customer service experience in crypto. We look forward to giving you this new ability, so please stay tuned as we continue to update this blog with our travel status.
Coinbase was originally published in the medium on The Coinbase blog to launch 24/7 phone support and other improvements in customer support by the end of the year, where people continue the conversation by highlighting and responding to the story.