Coinbase customer support will grow five-fold to 3,000 employees by 2021

Coinbase continues to hire more support staff, improve and work on its products, and find better ways to help customers faster and more professionally amid the crypto boom. 2021. According to the latest post from Coinbase.com, coinbase’s customer support will grow 5x to 3000 employees by 2021.

Coinbase’s customer support is expected to grow five-fold to 3,000 employees by 2021

Casper Sorensen, vice president of Customer Experience, announced that the company has hired more than 3,000 support staff to keep up with the process of customer support.

The blog post states that Coinbase “recognizes the challenges some of our customers have experienced with their Coinbase accounts and we want to reiterate that continuously improving the customer experience remains a priority.”

To limit issues related to customer support, Sorensen outlined some of the key steps the company has taken to update and update support issues. He claims the company cleared the backlog on a large scale. Sorensen adds: “Since January, our customer contact rate (the number of customer contacts a customer has divided by the number of monthly transaction users) has decreased by 70%.”

The decrease in support issues is due to an increase in new users on the Coinbase platform. The total number of verified users on Coinbase has grown from 43 million since January to 56 million in six months, representing a 30% increase in the customer base.

The platform currently employs more than 3,000 people dedicated to solving customer queries, reflecting a more than five-fold increase in support staff since January, according to the latest post on Coinbase.com.

Casper Sorensen, VP of Customer Experience, said:

“One of the biggest investments we’ve made is in our support staff. We now have more than 3,000 employees dedicated to solving customer problems. This shows that the number of support staff has more than quintupled since January. “

Coinbase’s customer support is set to grow five-fold to 3,000 employees by 2021 – growth plan

Coinbase claims that it recently completed construction on most routes. It currently has enough established dealer capacity to minimize the risk of a future backlog

The company has effectively started implementing virtual assistants to help shoppers solve common problems, while live chat messaging is the way to go.

Additionally, Coinbase plans to offer live help over the phone in the coming months to assist buyers with a variety of concerns, including account security.

In addition, Coinbase is building a team of phone support staff to guide customers through the cycles required to quickly lock their accounts and restore access to keep their records safe from behavioral account theft, commonly known as “ATO” , to protect.

The company intends to expand its education and training tools for users. Coinbase has launched its in-house learning platform called Coinbase Learn, with Sorensen concluding, “We are committed to helping our customers navigate these changes and our product platform.”

While Coinbase is working to improve its internal support structures to cope with the influx of new customers, CEO Brian Armstrong has also announced that Coinbase is considering launching a crypto app store. The store is set up to offer decentralized apps from external developers. Armstrong also stated that the exchange plans to list more crypto projects soon.

Conclude

Coinbase’s support staff has increased fivefold since January.

The customer contact rate was reduced by 70%.

More live help functions are expected in the coming months

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