Coinbase continues to hire more support staff, enhance and simplify its products, and discover new ways to assist customers more swiftly and professionally amid the 2021 crypto boom.
The platform now has over 3,000 persons currently committed to addressing customer queries, reflecting a more than fivefold increase in support workforce since January, according to the latest blog post on Coinbase.com.
Casper Sorensen, Vice President of Customer Experience, expressed:
“One of the biggest investments we’ve made is in our support staff. We now have more than 3,000 people dedicated to solving customer issues. This represents a more than 5x increase in support staff since January.”
The company also revealed that it had just removed its backlog across most lines, and it now has enough agent capacity in place to reduce the risk of any future backlogs. Since January, their customer contact rate has dropped by 70% in which during the same time period, its total number of verified users grew from 43 million to 56 million.
Moreover, the growth is reflected in the number of verified Coinbase users, which is expected to increase by 30% in 2021, reaching over 70 million, Finbold analysts suggest.
The digital exchange brokerage aims to provide live chat and phone assistance to consumers. It has already begun to roll out a virtual assistant to assist consumers with typical issues, while live chat messaging is pipelined for later this year.
In addition, Coinbase plans to provide live phone assistance in the coming months to help consumers with a variety of concerns, including account security.
Furthermore, Coinbase is establishing a phone support staff to walk users through the processes required to rapidly lock down accounts and regain access in order to safeguard their accounts against Account Take-Overs, commonly known as “ATOs.”
Although ATOs have only affected a very small percentage of its clientele (a minuscule fraction of one percent), the platform recognizes that they can create stress and inconvenience when they do occur.
The company also confirmed that it is expanding its self-service online Coinbase Help tools as the crypto space continues to evolve at a rapid pace, with new technologies being released on a weekly basis.
Additionally, it is committed to assisting its clients in navigating these changes and its platform of services through programs such as Coinbase Eearn.