The Coinbase support team has pledged to improve customer service after being heavily criticized for taking the unreasonable time to resolve account issues. Coinbase customer experience lead Jonathan Wes Griffith said he wants to “consistently improve” and “take customers along the way.”
Griffith wrote x post On Friday, he sought to calm public outrage over the crypto exchange, admitting that the quality of the service did not meet expectations.
“In August, customer satisfaction (CSAT) increased by 20%, an all-time high in the last two months. We reduced customer contact transfers to 10%, reducing support quickly.
Our support team lists steps to improve your user experience
Griffith detailed a four-stage plan to improve how the Exchange support team handles account issues. According to him, the top priority is to save customers time by addressing product issues before leading to support requests.
Coinbase is reportedly investing in automation with an extended application programming interface (API), an extended knowledge base, and artificial intelligence-driven tools.
However, since the company is being slammed with AI for using AI when submitting tickets for issues, the third step is to replace the chatbot and talk to the live representative.
Finally, Coinbase is introducing new tools for staff to promote resolution and provide quality service during live interactions.
Chief Executive Brian Armstrong Quote Griffith's proposal states that Coinbase must improve both product design and customer care.
“We're focused on increasing customer support on both ends,” Armstrong wrote to X late Friday. “There are fewer people who need to improve their products, they need support, and they need to provide a faster, higher quality experience.”
Growing on the one hand, and harsh criticism on the other
Released in 2012, Coinbase is perhaps the most used centralized Crypto Exchange in North America and is now available on Nasdaq. It's definitely been successful, but the trading platform's customer service is LuckLustre.
The biggest complaints come from sudden account closures and frozen assets. As It has been reported Cryptopolitan on Friday led NBA champion Kevin Durant to invest in Bitcoin in 2016, but lost access to his Coinbase account after forgetting his password.
Durant was unable to recover his funds for nearly a decade. After his manager spoke publicly about it earlier this week, Coinbase finally returned access to him nine years later.
In June, Armstrong admitted that account restrictions have been bothering the company for too long. Writing on X, he stated that Account Freeze was “a problem for longer than it was accepted,” and like Griffith, he promised that the exchange would improve.
“The issues have been down 82% so far, and there has been an even greater improvement,” Armstrong said. He still had experience with frozen accounts and asked users to contact Coinbase Support directly.
Many people complain about their accounts being frozen for months, sometimes years, which has led to abandoning the platform completely. Looking at the complaints shared on social media, users claim that they only interacted with chatbots that were unable to resolve the issue. They also chat about the availability of live customer service only to those with premium accounts.
“I cancelled Coinbase last month and received the first payment since launch,” one user commented. “Premium Support was a four-hour chat with CSRs from other countries that escalated my issues into black holes. I'd never heard of them.”
Griffith responded directly to the comments, apologized and provided compensation. “That's not good. Spend free months and 1:1 time with the concierge. Can you DM your account email? Do you want to get this setup?”
Beyond service delays, Coinbase The reputation has been hit by a massive data breaches affecting more than 70,000 customers. The company initially linked the violation to fraudulent staff members of overseas vendors. Still, investigators later identified Ashita Mishra, an employee of Taskus in Indore, India, as the main suspect.
