Coinbase Addresses Customer Service Issues

Cryptocurrency exchanges have always had customer service issues. It is very typical on Reddit to see threads asking for additional help. The wait times that users experience can range from days to months. 

At one point there was an ongoing joke whereby you needed to threaten legal action on Reddit before an exchange would eventually look at your support ticket.

Decentralized exchanges such as Uniswap also struggle, as the only support you can get is through a handful of volunteer helpers on Discord.

Recently exchanges like Kucoin and Coinbase have struggled to keep their servers up with the influx of trades.

The recent run of Shiba Inu coin put significant strain on trading platforms and have resulted in wait times just to access accounts. Meme coins can be volatile and users worry they will not be able to sell their tokens should the price drop dramatically. 

Users are frustrated about this lack of support. Multi-billion dollar companies are hiring limited numbers of staff to handle the millions of queries. Coinbase is now looking to boost its customer support through a new partnership.

Coinbase has teamed up with Agara, an artificial intelligence-based customer support platform. This partnership has cost an estimated $40m – $50m and will include around 40 people to help with inquiries. Coinbase looks to automate and enhance its customer experience using Agara’s technology.

There was nothing included in the partnership regarding a customer service telephone number. This has been something many communities have demanded Coinbase add. Customers want to speak to a human when dealing with their money, a live person to talk to for reassurance. 

Time will tell if this new partnership solves the issues many users are facing with support tickets. Agara has dealt with banks in the past but has not had a partnership with any digital asset companies. It will likely need time to adjust its systems to get them working with blockchain. 

Should this partnership prove to be successful we may see this become a trend. Almost every exchange can benefit from additional customer service support.

If you want to use crypto for entertainment, you can still do this outside of the mainland at gaming sites such as, 1xBit, or, FortuneJack.


Updated: 11/06/2021 — 00:00