How Coinhouse hears the voice its customers?
From day one, privileged client relationships have held an essential role in the very of Coinhouse’s success. Client services have for four years, and still going, been a priority amid our mission of providing the most customer driven experience out there.
At Coinhouse, we stand out in a quite simple, yet unique way: our Coinhouse Paris Store enables anyone in the world to invest in
As the leading French actor in
Customer support as a central factor
At Coinhouse, customer support is more than ticket management. Of course, transactional/operational issues occur, and support is there to solve those; but it goes beyond that. Evolutions of our client services reflect our aim: a team that is easily reachable and both highly responsive and efficient in solving problems, all while facilitating our client’s understanding of cryptoassets and blockchain. In solving problems, we hope to prevent these from occuring in the future. We want the client to have his problem fixed but more importantly, to learn.
Efficient customer support and success requires a lot of facets, to start with
For those of you that have been with us from the start, we hope you’ll agree with this fact: Customer Support and Client Services at Coinhouse have always been key, and today, they’ve never been more performing.
A glance at Coinhouse services
1. Coinhouse support
Since the start of 2018, we have put in place a wide array of services and mechanisms to forge a satisfactory, customer driven experience. Put simply, you can get help from our expert team whenever you want. What have we done?
Zendesk support solution
We started working through Zendesk, a cloud based support management used by over 200 000 companies worldwide, of which the most renown: Uber, Lyft, Ledger.
Thorough FAQ implemented
The publication of our FAQ was a milestone: a page design whose content required a thorough analysis of the barriers noticed at the end of 2017, and how to best ameliorate these. Answers to the most common types of operational requests cohabit with more pedagogical ones, on underlying technologies and interactive functionnings of wallets, or even trigger warnings of scam schemes.
Submit a Request Function
Zendesk enabled us to set a second type of thread for reaching support : the classic “submit a request function”. This requires clients to dig for an extra minute or two to seek the required information but in doing so, this facilitates our work to identify the incident and enables our team’s highly frequent, efficient responses.
Have a more straightforward question? You can just talk to one our agents on line when connected on a Coinhouse page. Raise your limits or send a doc, with instantaneous responses. Get your KYC validated in a day.
Restablished phone support
Want to speak with a Coinhouse member but can’t make it to Coinhouse Store? Give us a call. Want to explore potential fields of cooperation? We’re reachable 45 hours a week. Conversations here range from client management and onboarding, assistance to victims of fraudulent platforms, to future business opportunities. Please, don’t hesitate!
Why does this matter?
For many reasons. First, it’s a mirror of all the work undertaken by our team with our community first in mind. It reflects the extent to which we estimate our community as of uttermost priority in our mission. These different, varied threads from which we are reachable insinuate the different ways clients hope to reach you as a business and why. Being easily reachable makes customer support successful and our community satisfied.
- Quarter 1: 1 650 Tickets, average response time of 20 hours, 86% Positive Reviews (for almost a third of responses to feedback requests)
- Quarter 2: 1 422 Tickets, average response time of 17.5 hours, 89% Positive Reviews (34% responses)
2. That’s just the start, other services are coming!
Enhanced customer experience remains our top goal and that’s why we’ve given a hard work at designing Coinhouse V2 through which users will be able to better interact with the platform and reach our team. Also, we’ll be adding Euro to XRP and LTC transactions online. You’ll be able to witness these features shortly!
Our V2’s release will come shortly, for which you can pre register here, and we hope you’re exited as we are. In the meanwhile, our new Coinhouse insights page has been released and is online as we speak. Aimed at enlightening our clients, Coinhouse Insights offers research and analysis on crypto and blockchain news, as well as the token economy, content produced by our analysts in Coinhouse’s research department.