28th Sep 2017
Coinbase, the cryptocurrency trading platform, has launched a call centre in an effort to improve its customer service.
The company, which has 10million registered users, has been under fire in recent months after rising user numbers caused increased customer service issues.
Dan Romero, VP of Operations at Coinbase, said in a blog post: “As part of our Q3 2017 focus on the fundamentals and our commitment to improving customer support, we’re pleased to announce phone support is now live for our customers. Phone support is another step in our commitment to making Coinbase the most trusted and easiest to use digital currency exchange.”
Initially, phone support will be available to customers Monday through Friday, 8 A.M. to 5 P.M. Pacific Time, and phone agents will be able to help with: trust and safety issues including the ability for customers to lock down their account in cases where they suspect their account may have been compromised; ID verification issues; and limit increases.
However, the company says that phone agents will be unable to assist with account-specific inquiries such as the status of a specific purchase or sale of digital currency, the status of a specific deposit or withdrawal of digital currency, questions about a customer’s account history and customers requiring assistance with account-specific inquiries can submit a request.
The helpline has already received some criticism. Becky Petersen, a reporter for Business Insider, said that when calling she was placed on hold for over 15 minutes before an automated voice said the line was backed up and that she should hang up and try again. A second call took 14 minutes until she was connected with a person.
In response to her article, Coinbase said: “We are actively working to onboard new phone support and general support agents to reduce response times overall. We acknowledge that there will be high demand for phone support given our current support response times, and this may result in longer hold times than expected until new agents come online.
“We decided to invest in phone support as part of our commitment to improving the fundamentals as our customer experience has not been meeting expectations, and we are actively working to improve.”