To keep customers happy, Coinbase has hired an army of support staff.

July 6, 2021

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Are you fed up with Coinbase’s customer service? Help is on the way, according to the crypto exchange, which announced yesterday that it has employed an army of support workers to help consumers with their issues with the service and that further steps are on the way.

 

Customers’ concerns have piled up since Brian Armstrong launched the company nine years ago.

 

The New York Times stated that when Coinbase went public in April of this year, consumers still complained about vanishing cash and account lock-outs. There had been very little change.

 

However, Coinbase claims that things are improving. Casper Sorensen, VP of customer service, claimed in a blog post yesterday that the exchange has dramatically decreased its backlog of client complaints.

 

Coinbase has reduced the number of times its active customers have contacted the company by 70% since the beginning of the year, despite expanding its entire user base by 28%, according to Sorensen.

 

Coinbase has quintupled its customer support workforce by recruiting an additional 3,000 people, according to Sorensen. Clients were educated on how to safeguard their accounts from scammers, and wealthier customers were advised to use two-factor verification checks, he said.

 

The exchange plans to introduce live chat and phone support in the “coming months.”

 

The stakes have significantly risen as a result of going public. After all, satisfied clients may decide to add Coinbase stock to their portfolios in addition to Bitcoin and Ethereum.

 

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