Coinbase Blog

Our Commitment to Our Customers

By Casper Sorensen, Vice President, Customer ExperienceIn my last blog post, I outlined Coinbase’s ongoing commitment to delivering a better customer experience. I understand how frustrating it is when our customers experience issues such as the inability to access their account or make transactions. Improving our customer support experience is a top priority. In the past few months, we have quadrupled our capacity across our support team. In addition, multiple teams across Coinbase are working on new technology and methods to resolve our customers’ most pressing issues.To help provide more context, below we’ve outlined the most common types of support requests we receive and how we are addressing them.1. Updating two-factor authentication for account recoveryCustomer service requests around two-factor authentication processes are often the result of customers attempting to access an account from a new device, new phone number, or unregistered email address. When this happens, we send customers a request for two-factor authentication, which helps to confirm account ownership. To reduce this friction for users and keep the same levels of security, this month we’re introducing a few changes such as a new system that delivers two-factor authentication codes faster and even more reliably.2. Improving our identity verification processTo streamline our identity verification process, we’re making several improvements to our workflows, especially on mobile. Many of you are “mobile first” and want the flexibility of using your phones for all transactions. So we’ve introduced a new way for you to quickly see and …
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