Coinbase Enhances Customer Support Post Data Breach
Coinbase is implementing a revamped customer support strategy following a important data breach. The exchange aims to rebuild trust through a multi-faceted approach.
Senior Director Wes griffith detailed four initiatives focused on improving customer experience. These changes are crucial after a breach exposed data of nearly 70,000 customers.
- Preemptive Problem Solving: Coinbase plans to identify adn fix product issues early, reducing the number of support requests.
- Enhanced Automation: Better tools, APIs, and AI will let users solve problems without human help.
- Easier Access to Support: Bridging gaps in automated systems for smoother escalation to human agents.
- better live Support: New tools ensure quicker and more efficient resolutions during calls.
Griffith pointed out the initial success, mentioning a 20% rise in customer satisfaction. Transfers between support reps dropped to just 10%, ensuring less repetition for users.
This overhaul coincides with addressing the fallout from a massive data breach. A TaskUs employee allegedly sold customer data, leading Coinbase to terminate ties and establish a new domestic support center. CEO brian Armstrong assured users of commitment to both better products and support services.
