Coinbase executives respond to strong opposition to customer service: "We hear it"

According to Coinbase, in the wake of a massive data breach, Coinbase is taking quick action to restore trust by comprehensively revamping its customer support operations. Senior Director Wes Griffith outlines four key initiatives aimed at resolving long-standing user complaints and improving the overall experience of Coinbase customers. The move comes as the exchange handles follow-up effects of a major data breach that affected 69,461 customers. Griffith shares the company’s approach to addressing customer support issues with four targeted initiatives. The first approach focuses on preventing problems by solving product problems early and removing barriers before they need to be contacted by customers. This approach aims to reduce the number of support requests by addressing the root cause. We know Coinbase’s customer support has been criticized. We hear you, we keep improving and hope to walk with you all the way. Here’s how we achieve this: 1. Save customers time by solving product problems early and removing barriers before the problems evolve into…. The second pillar includes reducing customer workload through improved automation, including better APIs, enhanced knowledge base resources, and AI-driven support tools. These upgrades are designed to help users solve problems independently without manual assistance. The third initiative resolves major customer complaints by making it easier for users to reach a human support representative. Coinbase is minimizing chatbot barriers that have previously frustrated users trying to escalate their questions beyond automatic replies. The last component focuses on improving real-time support quality when human interaction is required. The company has launched new tools to help support staff provide faster solutions and higher quality help in real-time conversations. Griffith reported early positive results, with customer satisfaction scores hitting record highs in August, up 20% from the previous two months. The company also reduced customer contact transfers to 10%. This means fewer users need to explain their problems to different representatives multiple times. Customer service improvements come as Coinbase handles the follow-up effects of major data breaches that affected 69,461 customers. Court documents show TaskUs employee Ashita Mishra planned a plot involving shooting up to 200 customer records a day and selling data to hackers for $200 per photo. The leak could cost Coinbase $180 million to $400 million in remedial costs and force the company to terminate its relationship with TaskUs. Mishra and her associates amassed data on more than 10,000 clients before their arrest. They also recruited other employees, including team leaders and operations managers. In response, Coinbase terminated all TaskUs employees involved and established a new U.S. customer support center. CEO Brian Armstrong highlighted the dual approach to supporting improvements and said the company is “improving products so fewer people need support and delivering a faster, higher quality experience when you need it.”