Due to poor customer support, Armstrong Brian, the CEO of Coinbase, a United States Crypto exchange has apologized and have divulged that Coinbase will partner with DeFI protocols in a well-elaborate Ask Me Anything Session on Reddit.
As at March 17, there have been amassed over a thousand questions and responses from members of the social media platform on the Reddit AMA (Ask Me Anything) . Also, as at March, 23, Alessia of CFO and Brian Amstrong of Coinbase has responded to some of these questions.
There was also a video that accompanied the AMA, which was a first for a company going public, in which the firm chose to address the questions with the most votes, value to the community, and relevance to its upcoming listing.
One of the most popular questions was from a Coinbase customer of four years regarding poor customer service with the user (Reverseengineer_24) claiming that support likes to “hide behind layers of ineffective automated workflows.”
Armstrong responded with an apology but adding that the company has been overwhelmed recently with the surge in cryptocurrency prices:
“Just probably three, four months ago, we were getting about 25,000 customer support inquiries a week. And within say, four weeks, it jumped to 100,000 or more.”
He added that the problem was being addressed and the company had quadrupled its capacity by bringing on at least 600 or more customer support agents this year alone. Haas chimed in stating that Coinbase is also “making investments on the product side to reduce the friction that we see a lot of customers call in and offer complaints about.”