Coinbase has hired over 3,000 support staff in an effort to keep up with its growing client base.
Vice President of customer experience, Casper Sorensen has announced that in an effort to keep up with customer support handling, the company has hired over 3,000 support staff.
The blog post explains that Coinbase “recognizes the challenges some of our customers have experienced with their Coinbase accounts, and we want to reiterate that continually improving the customer experience remains a top priority.”
In an effort to curb customer support issues, Sorensen outlined several key steps the company has taken to upgrade and keep on top of support concerns. He stated that the company has eliminated backlogs across the board. Sorensen further stated that “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%.”
The reduction in support issues comes off the back of a surge in new users on the Coinbase platform. The total number of verified users on Coinbase has increased from 43 million since January to 56 million within the space of six months, a 30% increase in customers.
Coinbase hiring in droves
Coinbase has managed to stay on top of support issues by hiring over 3,000 support staff. “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,” Sorensen stated. Offering live support.
Sorensen also stated that Coinbase will be rolling out a live chat support feature, as well as virtual assistants, and phone support in the future.
Furthermore, the company is looking at expanding its educational and training tools for users. Coinbase has already launched its in-house learning platform, called Coinbase Learn, with Sorensen concluding “we’re committed to helping our customers navigate these changes and our platform of products.”
Coinbase’s growth continues
While Coinbase works on improving its internal support structures to accommodate the influx of new customers, CEO Brian Armstrong also announced that Coinbase is looking at launching a crypto app store. The store is set to offer decentralized apps from outside developers. Armstrong also stated that the exchange is looking to list more crypto projects soon.