Coinbase Blog

An update on improving our customer experience

The following is the latest update in our series of blog posts describing our commitment to improving our customer experience.Coinbase has taken the following steps to support an increased volume of customer support requests following the increased demand in crypto over the last few months:We quadrupled our support staff since mid-late November. We’ve added approximately 2,000 people to our support team in the past few months, increasing the team by a factor of 4, and by the end of April it will increase by a factor of 6. We’ll continue growing our support team to meet customer demand.We’re improving self service within the product itself, so that our customers are able to resolve issues on their own. Since rolling these out at the beginning of the year, we’ve already reduced the rate of customer support requests per user in half. And our teams across the product organization are continuing to improve the product experiences to relieve key customer issues.We’re adding live support via messaging in the second half of 2021. We’re a 24–7 business. Our customers are online and expect us to engage with them online. But many customer issues take some time to research and resolve, which results in a poor customer experience by phone. Messaging will offer the best of both worlds — live support without having to wait on hold.We take extensive security measures to ensure your account remains as safe as possible. We are proud that our customers have never lost …
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