The CEO of Binance Australia states that it is imperative that the customer service is prepared for a large influx of customer inquiries at any time.
Cryptocurrency market turmoil can be a very stressful time for crypto exchange customer support staff, with companies massively beefing up their staff just to meet demand during spikes.
Speaking to Cointelegraph, Alex Harper, co-founder and CEO of Australian exchange SwyftX, said that “it doesn’t matter what your role title is […] no one was above customer service at Swyft.”
He said that he, along with members of the human resources staff and the CFO, have had to work late into the night at times to help their customer support teams when the markets go haywire, explaining:
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Harper explained that SwyftX strives for a two-minute response time, “because customers need to have their questions answered and understand things.”
It also noted that its team of customer service staff now makes up more than a third of its workforce, allowing them to offer 24-hour support.
Leigh Travers, CEO of Binance Australia, told Cointelegraph that Binance’s customer support team has “expanded” to keep up with customer demand, and given how new cryptocurrency is even to those working on customer service, investing in their training and development is a priority.
Travers suggested that customer support departments take precedence in the company, describing them as “the window to the entire Binance platform,” acknowledging their work as vital to the company’s success.
“Team Leaders and Country Managers participate in a user-focused training program to understand the role of customer support in protecting users and receiving quality customer experiences.”
Travers explained that due to unforeseeable events in the cryptocurrency market, such as the Terra Luna and UST chaos, which caused a dramatic spike in customer support demand, it is imperative that the customer support team is prepared for a large influx of customer inquiries at any time.
Travers said that he has also jumped behind the cover of Binance chat support and directly “responding to user queries”, in order to better understand how it works behind the scenes, adding that this was a vital part of ensuring that customer support can meet the demand.
Travers explained that when markets stabilize, customer service staff take advantage of the downtime to use “quiet time” by creating “explanatory blogs and FAQs to provide users with more accessible information.”
He added that the onboarding process can be the most demanding for customer service workers “regardless of market conditions, even if it’s a bull market or a bear market,” his clients always “want to be onboarded quickly and efficiently.”
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