Coinbase is notorious for having issues catering to all of its customer service requests at an expedient rate.
The cryptocurrency exchange said yesterday that it has recruited an army of support workers to help clients with their issues with the service and that additional steps are on the way.
Customers’ concerns have piled up since Coinbase was founded nine years ago.
Unhappy Customers at Coinbase
The widespread consensus was that unhappy Coinbase customers had one of two issues: either their cash had suddenly vanished—often leading to allegations that Coinbase had sequestered the funds—or they’d been locked out of their accounts.
Mashable acquired a 134-page summary of consumer complaints from the Securities and Exchange Commission in 2018 via a Freedom of Information Act request.
The New York Times stated that when Coinbase went public in April of this year, users still complained about missing money and account lock-outs. There had been very little change.
Coinbase stated in the blog post that they are actively making changes and have seen signs of improvement regarding their customer service.
We have recently eliminated our backlog across most queues and have sufficient agent capacity in place to minimize the risk of potential future backlogs. Since January, our customer contact rate (the number of times customers contact customer service divided by the number of monthly transacting users) has been reduced by 70%. Over that same period, we saw our total number of verified users increase from 43 million to 56 million.
But we realize we still have work to do. Here’s what we’re doing to make our customer service even better:
Adding more support staff.
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. We’re continuing to hire great people to quickly support our customers’ needs, as well as ensure we’re meeting customers where they are, which includes a growing number of social media platforms.
Offering live support.
We’re on track to support customers live, via chat and phone. We’ve already begun rolling out a virtual assistant to help customers navigate common issues, and live chat via messaging is coming later this year. We’re working to offer live phone support in the coming months to assist customers with several issues including account security.
Time will tell if these improvements will clear up Coinbase’s poor reputation in customer experience.
Have you ever had any issues with Coinbase customer service?