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.