Coinbase Quadruples Support Team to Deal With Increased Demand
- The exchange has increased its support team by a factor of 4 since November.
- It will be adding around 1,000 more employees to its support by the end of April.
Coinbase CEO Brian Armstrong at Vanity Fair’s New Establishment Summit, October 2019.Vanity Fair
In a blog post published on 24 March, the U.S.-based crypto exchange laid out its plans to improve customer experience. Coinbase said it has seen a significant increase in demand for cryptocurrencies in the past few months, with its support staff struggling to keep up with the requests.
One of the biggest steps the company has taken is quadrupling its support staff, adding around 2,000 people to its support team since mid-November. By the end of April, the team is set to increase by a factor of 6, and might see an even bigger increase in the following months if the demand continues to rise.
Aside from hiring more employees, Coinbase has also improved service within its platform to enable its customers to resolve issues on their own. This approach has reportedly enabled the company to reduce the rate of customer support requests per user by around 50% since the beginning of the year.
During the second half of 2021, the company will also add live support via messages to its platform.
“Our customers are online and expect us to engage with them online. But many customer issues take some time to research and resolve, which results in a poor customer experience by phone. Messaging will offer the best of both worlds — live support without having to wait on hold,” Coinbase explained in a blog post.
- A little over $13 million in altcoins were sent to crypto exchanges Binance and Coinbase in the past 24 hours, which is in accordance with a September court order.
- The court ordered a phased liquidation process, which allows the bankruptcy estate to sell $3.4 billion worth of digital assets over a certain period of time.
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- Coinbase’s Base blockchain was made available to the public on Wednesday, featuring over 100 dApps and services as part of its ecosystem.
- In order to show its capabilities and promote its mainnet partners, Base has also launched an event called “Onchain Summer” that will allow users to mint exclusive NFTs on the network.
- During an interview with FT, CEO Brian Armstrong said that before the lawsuit a SEC staff member had said that all crypto except BTC was security, and should be delisted.
- When asked how he came to that conclusion, the SEC staff member reportedly said “we’re not going to explain it to you, you need to delist every asset other that Bitcoin”.